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Guest Service Agent

3 months ago

Schaumburg, United States Marriott Schaumburg Full time
Description

We are hiring a Guest Service Agent/AYS Operator to join our wonderful team. This is a guest service role within the front office operations.

The AYS Operator shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Hotel's Culture. Primarily responsible for responding to incoming calls in a timely and friendly manner and directing callers to appropriate destinations. She/he often provides the first point of contact for guests and is responsible for creating an excellent first impression. Expedite all guest requests to pertaining departments in a timely and professional manner. Obtain the necessary information and transfer calls to the correct extension.

Responsibilities

•Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
•Maintain complete knowledge of correct maintenance and use of equipment.
•Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.
•Maintain positive guest relations at all times.
•Answer incoming telephone calls.
•Obtain the necessary information and transfer calls to the correct extension.
•Respond to guest inquiries and requests to resolve issues via telephone in a timely, friendly, and efficient manner.
•Assists with the maintenance of directories.
•Retrieve messages and communicate the content to guests and departments.

Qualifications

•High school diploma or equivalent required, and college degree preferred.
•Front Desk or Reservations experience preferred.
•Ability to effectively deal with internal and external customers.