At Your Service Agent (AYS)
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Key skills for this role
About the Role
JW Marriott is hiring an At Your Service Agent to handle guest requests via phone, email, chat, and mobile devices. Responsibilities include operating the switchboard, processing wake-up calls, relaying messages, and logging requests.
Key Skills for This Role
Responsibilities
- Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices
- Operate telephone switchboard, process wake up calls, and direct calls to appropriate extensions
- Log all guest requests or issues into computer and follow up to ensure resolution
- Provide information about room features, property amenities, and local areas of interest
Requirements
- High school diploma or G.E.D. equivalent
- No related work experience required
- Ability to stand, sit, or walk for extended periods
- Ability to lift, carry, push, pull, and place objects up to 10 pounds
Full Job Posting
Position Summary
- Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
- Operate telephone switchboard, process guest requests for wake up 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, and follow up with guest to ensure their request has been resolved to their satisfaction.
Additional Duties
- Provide information to guests about room features, property amenities, and local areas of interest.
- May process room service orders, answer questions on menu selection and record transactions in point of sale system.
- Assist guests with accessing internet and guestroom entertainment.
Company Policies and Procedures
- Follow all company policies and procedures; ensure uniform and personal appearance are 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 team 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.
Preferred Qualifications
- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: No related work experience.
- Supervisory Experience: No supervisory experience.
- License or Certification: None
About Marriott International
- Marriott International is an equal opportunity employer, welcoming all and providing access to opportunity.
- Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh so familiar all around the globe.
- JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world.
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