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 answer, record, and process guest requests via phone, email, chat, and mobile devices. Responsibilities include operating the telephone switchboard, processing wake-up calls, and logging requests into the computer.
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 guest requests for wake up calls, and connect/direct calls to appropriate extensions
- Receive, record, and relay messages accurately
- Log all guest requests or issues into computer and follow up with guest to ensure resolution
- Provide information about room features, property amenities, and local areas of interest
- May process room service orders and record transactions in point of sale system
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 weighing 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.
Key Responsibilities
- 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.
- 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.
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality; 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.
- Perform other reasonable job duties as requested by Supervisors.
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
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