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About the Role

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, 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.

Responsibilities

• Handle emergency situations according to property specific procedures.
• Follow company and department safety and security policies and procedures.
• Identify and correct unsafe work procedures or conditions, or report them.
• Report work-related accidents or injuries immediately.
• Maintain awareness of undesirable persons on property premises.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, and professional.
• Comply with quality assurance expectations and standards.
• Address guests' service needs in a professional, positive, and timely manner.
• Actively listen and respond positively to guest questions, concerns, and requests.
• Anticipate guests' service needs and act on them.
• Engage guests in conversation regarding their stay, property services, and area attractions.
• Provide assistance to individuals with disabilities.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Receive, record, and relay messages accurately, completely, and legibly.
• Contact appropriate individual or department as necessary to resolve guest issues.
• Process room service orders, answer questions on menu selection, and record transactions.
• Accept and record wake-up call requests and deliver to the appropriate department.
• Log all guest requests, incidents, and adjustments in the CRM system.
• Respond to special requests from guests with unique needs.
• 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 local areas of interest.
• Identify and explain hotel features to guests.
• Answer telephones using appropriate etiquette.
• Speak to guests and coworkers using clear, appropriate, and professional language.
• Exchange business-related information with other employees using electronic devices.
• Develop and maintain positive and productive working relationships with others.
• Support all coworkers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Assist other employees to ensure proper coverage and prompt guest service.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Read and visually verify information in a variety of formats.
• Operate telephone switchboard station to answer telephone calls.
• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Instruct guests on how to access the internet and guest room entertainment features.
• Monitor busy or unanswered lines, check back with callers on hold, and offer to take a message.
• Test communications equipment and ensure it is working properly.

Requirements

• Maintain uniform and personal appearance are clean and professional.
• 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.
• Develop and maintain positive working relationships with others.
• 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.

Skills

• Telephone etiquette
• Computer systems operation
• Point-of-sale systems operation
• Customer relationship management (CRM) system usage
• Communication skills
• Active listening
• Problem-solving
• Interpersonal skills
• Time management

About the Company

• The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences.
• Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure.
• All Autograph Collection hotels look to attract The Individualist, the brand's target consumer.
• The Individualist is someone who uses travel as an opportunity to add to their personal narrative.
• In joining Autograph Collection, you join 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 actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
• We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.