Guest Experience Supervisor - AYS

Position Summary

Assume responsibility for all guest communications, including answering, recording, and processing calls, requests, questions, and concerns.

Responsibilities

• Answer, record, and process all guest calls, requests, questions, or concerns.
• Contact the appropriate individual or department to resolve guest call, request or problem.
• Follow up to ensure any outstanding requests are resolved.
• Advise guests of any messages received.
• Verify and adjust billing.
• Operate the telephone switchboard station.
• Monitor busy or unanswered lines and check back with callers on hold to update status.
• Take and deliver messages, activate and deactivate guest room message lights.
• Transfer guests with internet access issues to the ISP customer support line.
• Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls.
• Log guest requests, incidents, adjustments and comment cards into the computer system for tracking and documentation.
• Supply guests with directions and property information.
• Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a department role model.
• Follow company policies and procedures, and report accidents, injuries, and unsafe work conditions to the manager.
• Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships; support team to reach common goals.
• Ensure adherence to quality standards.
• Enter and locate information using computers and POS systems.
• Stand, sit, or walk for an extended period of time; 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.

Equal Employment Opportunity

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. We are committed to non discrimination on any protected basis, including disability, veteran status, or any basis protected by applicable law.