Marriott International

Manages and franchises hotels around the world

Butler Service Desk Agent

Hotel Guest ServicesUpdated on Nov 12

Full-timeNew Delhi, Delhi, IndiaNo salary listedIn-person

About the Job

Requirements

Ability to communicate clearly and professionally, answer telephones using appropriate etiquette, and maintain guest confidentiality.
Ability to read and visually verify information in various formats.
Ability to stand, sit, or walk for extended periods or an entire work shift.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Responsibilities

Answer, record, and process guest requests, questions, and concerns through telephone, email, chat, and mobile communication devices.
Operate the telephone switchboard, process wake-up call requests, and connect and direct calls to the appropriate extension.
Receive, record, and accurately relay messages.
Log guest requests or issues in the computer, contact the appropriate individual or department, and follow up with guests to ensure resolution to their satisfaction.
Provide guests with information about room features, property amenities, and local areas of interest.
Process room service orders when needed, answer menu-selection questions, and record transactions in the point-of-sale system.
Assist guests with accessing the internet and guestroom entertainment.
Follow company policies and procedures; maintain a clean and professional uniform and appearance; protect company assets; and maintain confidentiality of proprietary information.
Welcome and acknowledge guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Develop and maintain positive working relationships and support the team in reaching common goals.
Comply with quality assurance expectations and standards.
Perform other reasonable job duties as requested by supervisors.

Desired Qualifications

High school diploma or GED equivalent.
No related work experience is required or preferred.
No supervisory experience is required or preferred.
No license or certification is specified.

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 (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. 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

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. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

About the Company

Marriott International

Manages and franchises hotels around the world

Marriott International manages and franchises hotels and resorts for leisure and business travelers, with brands spanning luxury stays, select-service hotels and extended visits. Its portfolio includes The Ritz-Carlton, Sheraton and Courtyard, giving hotel owners different formats for serving guests. Most properties belong to third-party owners: Marriott earns management fees tied to hotel revenue and profit, or franchise royalties for use of its brands and systems, while owning or leasing a small share itself. The company also licenses its names for branded residences and vacation ownership properties. With operating roots dating to 1927, Marriott is headquartered in Bethesda, Maryland.

Company size: 10,001+
Company stage: IPO
Headquarters: Bethesda, MD
Founded: 1927

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