Marriott International

Manages and franchises hotels around the world

Communications Agent

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeKapalua, HI, USA$31.37 - $31.97 /hrIn-person

About the Job

Requirements

Preferred: 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 required.

Responsibilities

Operate the telephone switchboard to answer calls and monitor busy or unanswered lines.
Process guest requests for wake-up calls, call screening, do-not-disturb service, call forwarding, conference calls, TDD relay calls, and calls from non-registered guests.
Answer, record, and process guest calls, messages, requests, questions, and concerns.
Contact the appropriate individual or department to resolve guest calls, requests, or problems, and follow up to ensure the guest is satisfied with the resolution.
Provide guests with directions and information about property amenities, services, hours of operation, local areas of interest, and activities.
Review shift logs and daily memo books, and document pertinent information in logbooks.
Notify Loss Prevention or Security of guest reports of theft.
Report accidents, injuries, and unsafe work conditions to a manager.
Follow company policies and procedures; maintain a clean and professional uniform and appearance; protect confidential and proprietary information and company assets.
Welcome and acknowledge guests according to company standards, anticipate and address their service needs, and thank them with genuine appreciation.
Communicate clearly and professionally, and answer telephones using appropriate etiquette.
Develop and maintain positive working relationships, and support the team in reaching common goals.
Comply with quality assurance expectations and standards.
Read and visually verify information in a variety of formats; stand, sit, or walk for extended periods or an entire work shift.
Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
Perform other reasonable job duties as requested by supervisors.

POSITION SUMMARY

Operate telephone switchboard station in order to answer telephone calls and monitor busy or unanswered lines. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Review shift logs/daily memo books and document pertinent information in logbooks. Notify Loss Prevention/Security of any guest reports of theft.

Report accidents, injuries, and unsafe work conditions to manager. 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, 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.

Pay Range (US/Canada/EMEA): $31.37-$31.97 per hour

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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