Call Centre Agent (At Your Service)

POSITION SUMMARY 

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. 
• Operate telephone switchboard, processed guest requests for wake-up calls, and connect and directed calls to the appropriate extension.
• Receive, record, and relay messages accurately. 
• Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), 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 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.
• Marriott International is an equal-opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. 
• We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.