Executive - At Your Service Marriott International, Inc

About Marriott International, Inc

Job Description

The position of Answering Service Agent involves answering, recording, and processing all guest calls, requests, questions, or concerns in a prompt and professional manner. You will be responsible for contacting the appropriate individual or department to resolve guest issues and ensuring that any outstanding requests are addressed satisfactorily. In addition, you will be tasked with advising guests of any messages received, verifying and adjusting billing, and operating the telephone switchboard station efficiently. As an Answering Service Agent, you will monitor busy or unanswered lines, check back with callers on hold to update them on their status, and take messages accurately. You will also be responsible for activating and deactivating guest room message lights, transferring guests experiencing internet access issues to the service provider's customer support line, and assisting callers with various types of calls such as credit card, calling card, long distance, collect, overseas, and person to person calls. It will be essential to log guest requests, incidents, adjustments, and comment cards into the computer system for proper tracking and documentation. Furthermore, part of your role will involve assisting management in training, scheduling, evaluating, motivating, and coaching employees. You will be expected to serve as a role model within the department, follow company policies and procedures diligently, and report any accidents, injuries, or unsafe work conditions to the manager. Maintaining a clean and professional appearance, protecting company assets, and upholding the confidentiality of proprietary information are crucial aspects of the job. Your responsibilities will also include welcoming and acknowledging guests according to company standards, anticipating and addressing guests" service needs, and expressing genuine appreciation towards guests. To be successful in this role, you should possess a high school diploma or G.E.D. equivalent and have at least 1 year of related work experience. Additionally, having supervisory experience of at least 1 year will be beneficial. This position does not require any specific license or certification. Marriott International is proud to be an equal opportunity employer that values diversity and promotes an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, in accordance with applicable law. At W Hotels, our mission is to Ignite Curiosity and Expand Worlds. We strive to create a place where guests can experience life, open doors, and open minds. If you are an individual who is original, innovative, and always looking towards the future, W Hotels welcomes you. Our culture and service philosophy, Whatever/Whenever, brings our guests" passions to life and sets us apart in the luxury hospitality industry. By joining W Hotels, you become part of the Marriott International portfolio of brands, where you can do your best work, discover your purpose, be part of a remarkable global team, and become the best version of yourself.,