phone customer service

Location:

Marriott Miami Dadeland | 9090 S Dadeland Blvd Miami Fl 33156 USA

Courtyard Miami Dadeland | 9075 S Dadeland Blvd Miami Fl 33156 USA

Begin

• Explore a career in hospitality
• People taking care of people
• Have flexibility in your career
• Be an influencer in the industry
• Fulfill your purpose

Do your best work, begin your purpose, belong to an amazing team and become the best version of you.

Compensation: Hourly

Schedule: Full-Time

Position Type: Non-Management

Work setting: on-site

Benefits

• Health Insurance
• Dental and Vision
• Paid Time Off
• 401K
• Parking and Metro Reimbursement
• Travel Perks and Benefits
• Recognition and Rewards
• Growth Opportunities
• Holiday pay
• Free Meals
• Free uniforms
• Free life insurance
• Free short-term disability
• Exclusive Discounts via LifeMart
• …and much more

JOB SUMMARY
Operate the telephone switchboard station in order to answer telephone calls. Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls. Advise guests of any messages (e.g., voicemail, mail, faxes) received for them, and send them to the room if required. Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly. Log all guest requests or issues into the computer, contact an appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guests to ensure their request has been met to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. Assist guests with access to the internet. Assist when needed with all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges.

Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support teams to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

JOB SPECIFIC TASKS

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Maintain awareness of undesirable persons on property premises.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Thank guests with genuine appreciation and provide a fond farewell.
• Address guests' service needs in a professional, positive, and timely manner.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking guest questions to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Assist other employees to ensure proper coverage and prompt guest service.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls the appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.
• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.
• Support all co-workers and treat them with dignity and respect.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Read and visually verify information in a variety of formats (e.g., small print).

Check-in/Check-out

• Advise guests of any messages (e.g., voicemail, mail, faxes) received for them, and send them to the room if required.
• Accommodate requests for room changes when possible.

Communications

• Operate the telephone switchboard station in order to answer telephone calls.
• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
• Transfer guests with internet access issues to the internet service provider's customer support line.
• Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
• Activate and deactivate guest room message lights as appropriate.
• Test beepers and radios to ensure communications equipment works properly.
• Assist callers with credit cards, calling cards, long distance, collect, overseas, and person to person calls.

Reports/Recordkeeping

• Log all guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation of guest problems and solutions.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• Identify and explain room features to guests (e.g., use of room keys, mini-bar, ice and vending areas, in-room safe, valet laundry services).

Guest Services

• Answer, record, and process all guest calls, requests, questions, or concerns.
• Receive, record, and relay messages accurately, completely, and legibly.
• Contact appropriate individuals or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Accept and record wake-up call requests and deliver them to the appropriate department.
• Deliver wake-up calls for guests at the requested time.

At Your Service

• Follow up with guests regarding satisfaction with guest-related issues.

VIP/Concierge Services

• Respond to special requests from guests/residents with unique needs.

Maintenance/Security

• Notify Security of any guest reports of theft.

Education:

High School diploma/ G.E.D. Equivalent.

Related Work Experience:

No related work experience

Supervisory Experience:

No supervisory experience is required.

Our Mission

We provide genuine hospitality by inspiring strong relationships with our guests, associates, and partners to make a difference in our community.

Our Vision

To be the leading choice in Miami by welcoming guests from all over the world, offering fun, innovative, and unique hotel experiences while developing our communities.

Our Core Values

We Inspire People

We Embrace Innovation

We Pursue Accountability

SOCIAL MEDIA SITES

Marriott Careers:

Marriott Miami Dadeland

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Courtyard Miami Dadeland

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E-VERIFY

MDM Hotel Group participates in the Electronic Employment Eligibility Verification Program.

MDM Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. MDM Hotel Group does not discriminate based on disability, veteran status, or any other basis protected under federal, state, or local laws.

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