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About the Role

Respond to guest calls, requests, and concerns by operating the telephone switchboard, processing requests, and relaying messages accurately. Ensure guest satisfaction by following up on requests and problems, and dispatching staff as needed. Maintain a professional appearance and demeanor, uphold company policies, and protect company assets.

Responsibilities

• 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 and transfer them to provider's customer support line for issues.
• 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.

Requirements

• High school diploma or G.E.D. equivalent.
• No related work experience required.
• No supervisory experience required.
• No specific licenses or certifications required.

Skills

• Communication skills
• Customer service skills
• Problem-solving skills
• Interpersonal skills
• Computer proficiency

Location

• Onsite

Work Type

• Full-time

Experience Level

• Entry-level

Education Level

• High school diploma or equivalent

About the Company

• EDITION Hotels combine visionary genius with world-class luxury service and global reach to create a new hospitality experience.
• The brand targets sophisticated consumers who appreciate quality, originality, design, and service excellence.
• EDITION aims to deliver polish with personality, perfectionism with individualism, and comfort with charisma.
• We are looking for outgoing, authentically amazing people who seek an inspiring and challenging work environment.
• We offer a place where service comes from the heart and delivers a continuous theatrical performance that delights guests.
• Joining EDITION means joining a portfolio of brands with Marriott International.
• Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Equal Opportunity

• Marriott International is an equal opportunity employer, welcoming all and providing access to opportunity.
• We foster an environment where unique backgrounds 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.