Customer Service Representative
1 month ago
Job Summary
We are seeking a skilled Customer Service Representative to join our team at Marriott International. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, handling all guest calls, requests, and concerns with professionalism and poise.
Key Responsibilities
- Answer, record, and process all guest calls, requests, and questions in a timely and accurate manner.
- Operate the telephone switchboard station and manage guest requests for wake-up calls, screening calls, and other services.
- Advise guests of any messages received and monitor busy or unanswered lines.
- Receive, record, and relay messages accurately and completely.
- Activate and deactivate guest room message lights as needed.
- Instruct guests on how to access the internet and transfer guests with problems to the provider's customer support line.
- Test communications equipment to ensure it is working properly.
- Respond to special requests from guests with unique needs and contact the appropriate individual or department as necessary.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Dispatch bell staff or valet staff as needed.
Requirements
- Follow all company policies and procedures.
- Report accidents, injuries, and unsafe work conditions to management.
- Ensure uniform and personal appearance are clean and professional.
- Maintain confidentiality of proprietary information.
- Protect company assets.
- Welcome and acknowledge all guests according to company standards.
- Anticipate and address guests' service needs.
- Assist individuals with disabilities.
- Speak with others using clear and professional language.
- Answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others.
- Support team to reach common goals.
- Comply with quality assurance expectations and standards.
About Marriott International
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
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