AYS - At Your Service

Marriott Providence Downtown

Job Title: At Your Service Agent

Department: Front Office

Reports to: Director of Front Office

Do you have the J Quality?

Learn more about what makes Meyer Jabara Hotels different:

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Position Summary:

• To ensure friendly, hospitable and efficient service to guests on the telephone and in the PBX/guest service center, at all times, in all applicable languages.

• Be able to understand and satisfy all customer requests.

• Be able to handle messages, faxes, packages and PC services professionally and without failure.

Essential Functions:

• Attendance as scheduled is required.

• Answer all incoming calls within two rings.

• Answer the phone with the agreed speech.

• Use the customer's name whenever possible.

• Before transferring a call, explain to the customer that you will transfer to the requested phone and await the customer's reply before transferring a call.

• Use appropriate farewell greeting.

• Prepare the wake-up list accurately. The list has to contain the name, room number, wakeup time and language.

• Understand how to program wake-up calls in the system.

• Make sure that you use an accurate rooming list for group wake-up calls.

• Keep the office clean at all times and make sure that enough supplies are available.

• Update the visual board daily and be informed about memos and daily operation.

• Understand how to operate the music system.

• Be familiar with all SOPs and LSOPs.

• Know how to charge and credit conforming to cash handling procedures.

• Be completely familiar with all emergency procedures and the fire system.

• Update and maintain the Guest Response System.

• Each associate is expected to carry out all reasonable requests by management.

• Inform your supervisor in case of complaints and other challenges.

• Wear proper and clean uniforms at all times.

• Assist and explain All PC features to guests.

• Send faxes and telexes, provide photocopy services.

• Know how to type.

• Know how to maintain all technical equipment.

• Be able to translate.

• Charge guests immediately according to LSOPs.

• Use blind drop procedure when depositing money.

• Attend departmental meeting.

• Food and Beverage knowledge

• Be able to use sales dialogue in selling the Room Service menu, beverage and wines.

• Know culinary terminology.

• Know the Gold Standard Brands.

• Be able to use the Room Service Use records.

• Take all Room Service Orders as outlined in the New Hire Guide.

• Have full knowledge of Micros and all functions.

• Must be able to maintain confidentiality of information.

Experience:

• Previous customer service experience recommended, previous hotel experience preferred

Skills:

• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

• Computer literate, have a professional yet friendly telephone manner and good customer service skills.

• Candidates should have the confidence to make decisions, and a strong ability to concentrate and work under pressure and to handle multiple tasks at the same time.

Physical Job Requirements:

• 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 15 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors

Environment:

• Agents work indoors, in the back office.