Marriott International

Manages and franchises hotels around the world

Room Service Telephone Operator

Hotel Guest ServicesPosted on Nov 11

Full-timeSarasota, FL, USA$18 /hrIn-person

About the Job

Requirements

A high school diploma or GED is preferred.
No related work experience is required.
No supervisory experience is required.
No license or certification is required.
The role requires the ability to stand, sit, or walk for extended periods.
The role requires the ability to enter and locate information using computers and/or point-of-sale systems.
The role requires the ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Responsibilities

Answer, record, log, and process guest calls, requests, questions, and concerns.
Operate the telephone switchboard station and process wake-up calls, screening calls, do-not-disturb requests, call forwarding, conference calls, TDD relay calls, and calls from non-registered guests.
Advise guests of received messages; monitor busy or unanswered lines; update callers who are on hold; and offer to take messages.
Receive, record, and relay messages accurately, completely, and legibly.
Activate and deactivate guest-room message lights as appropriate.
Instruct guests on how to access the internet and transfer guests with internet problems to the provider's customer-support line.
Test communications equipment to ensure it works properly.
Respond to special requests from guests with unique needs and contact the appropriate individual or department to resolve guest calls, requests, or problems.
Follow up with guests to ensure requests or problems have been resolved to their satisfaction.
Dispatch bell staff or valet staff as needed.
Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to a manager; maintain a clean and professional uniform and personal appearance; maintain confidentiality of proprietary information; and protect company assets.
Welcome and acknowledge guests according to company standards, anticipate and address their service needs, assist individuals with disabilities, and thank guests.
Use clear and professional language, answer telephones using appropriate etiquette, and maintain positive working relationships while supporting team goals.
Comply with quality-assurance expectations and standards.
Perform other reasonable job duties as requested by supervisors.

POSITION SUMMARY

Answer, record, log, and process all guest calls, requests, questions, or concerns. Operate telephone switchboard station. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Advise guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to provider's customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department 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. Dispatch bell staff or valet staff as needed.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. 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): $18.00-$18.00 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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