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Pm at Your Service Agent

3 months ago

Herndon, Virginia, United States Washington Dulles Marriott Suites Full time
Evening Shift : 3:00 pm - 11:00 pm


The At Your Service plays a crucial role in providing exceptional guest service and ensuring smooth operations at the hotel's front desk.

This position requires strong communication skills, a friendly and professional demeanor, and a genuine passion for delivering outstanding service.

As an At Your Service Agent, you are an integral point of contact for guests throughout all stages of their stay, assisting with inquiries and requests, and creating a welcoming and memorable experience.


Job Summary:

  • Welcome and acknowledge all guests according to company standards.
  • Operate telephone switchboard, process guest requests for wakeup calls, and connecting and directing calls to the appropriate extension.
  • Receive, record, and relay messages accurately.
  • Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction.
  • Provide information to guests about room features, property amenities, and local areas of interest.
  • Process room service orders, answer questions on menu selection and record transactions in pointofsale system.
  • Assist guests with accessing internet and guestroom entertainment.
  • Collect guest information, verify reservations, and provide relevant information about the hotel amenities, services, and local attractions.
  • Assist guests with making, modifying, and canceling reservations, ensuring accuracy and attention to detail.
  • Actively listen to guest concerns, demonstrating empathy and a proactive approach to resolving issues.
  • Collaborate with other hotel departments to address and resolve guest problems, ensuring their satisfaction and creating a positive and memorable guest experience.
  • Process guest payments, including cash, credit card, and electronic transactions, following established financial procedures.
  • Ensure accuracy and security in handling guest transactions and maintaining proper documentation.
  • Answer phones using appropriate etiquette and direct calls to appropriate personnel.
  • Speak with others using clear and professional language.
  • Maintain a clean and tidy workspace.
  • Inform guests of hotel amenities and offerings.
  • Be informed and up to date on all types of room accommodation and availability.
  • Participate in daily huddle.
  • Proactive sales research as assigned by the Director of Sales.
  • Send prearrival and departure letters to guests.
  • Take, process all room service order ensuring to leverage upsell opportunities and place follow up calls to ensure satisfaction.
  • Be informed and up to date on all hotel events and activities.
  • Be informed and up to date on all local events, activities, and attractions.
  • Provide local information on restaurants, special sites, activities, etc.
  • Resolve customer complaints and problems calmly and effectively.
  • Notify management of any serious issues that you cannot resolve.
  • Take and deliver messages for guests.
  • Thank guests with genuine appreciation.
  • Store luggage and valuables as needed.
  • Maintain a friendly, personable disposition.
  • Ensure Checklist is completed before the end your shift.
  • Perform various clerical tasks as needed (sorting mail, paper filing, etc.).
  • Support team to reach common goals.

Job Types:
Full-time, Part-time

Pay:
From $17.00 per hour

Expected hours: 40 per week

Benefits:

  • 401(k)
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Referral program
  • Vision insurance

Shift:

  • 8 hour shift
  • Morning shift

Work setting:

  • Inperson
  • Office

Ability to Relocate:

  • Herndon, VA 20170: Relocate before starting work (required)

Work Location:
In person