At Your Service (AYS) Operator - Mystic Marriott Hotel & Spa

Overview

Opportunity:  Guest Service Agent

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. 

Your Growth Path

Front Desk Supervisor or Sales Coordinator – Front Office Manager or Sales Manager

Your Focus

• Efficiently answer internal and external phone calls with warmth and professionalism
• Respond to guest request in the Marriott GXP system in a timely manner
• Operate Full-Service PMS effectively to access guest information and assist with requests
• Communicate guest needs and requests to other departments
• Follow up on guest requests to ensure that the guest’s needs are met
• Effectively problem solve guest concerns and anticipate their needs
• Utilize customer service remediation tools to rectify negative guest experiences
• Record any notable interactions in the pass down report
• Transmit and receive messages, using telephones or the PMS system.
• Receive and resolve guest complaints, elevating to supervisor if necessary. 
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction. 
• Follow sustainability guidelines and practices related to HHM’s EarthView program. 
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Your Background and Skill

• High School diploma or equivalent preferred.
• Previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

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