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Guest Service Agent (replacement contract)

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Marriott International

1mo ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    Hospitality & Retail
  • Rome

AI generated summary

  • You must be fluent in written and spoken English.
  • You will answer calls, process guest requests, log incidents, provide information, ensure satisfaction, and maintain professional communication while supporting team goals and safety protocols.

Requirements

  • Knowledge of English – Written and Verbally Fluent

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. Advice 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. 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. 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. Perform other reasonable job duties as requested by Supervisors. Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. Follow company and department policies and procedures. Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Perform other reasonable job duties as requested by Supervisors. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust. Address guests' service needs in a professional, positive, and timely manner. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. Thank guests with genuine appreciation and provide a fond farewell. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Assist other employees to ensure proper coverage and prompt guest service. Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. Speak to guests and co-workers using clear, appropriate and professional language. Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email). Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. Talk with and listen to other employees to effectively exchange information. Provide assistance to coworkers, ensuring they understand their tasks. Develop and maintain positive and productive working relationships with other employees and departments. Support all co-workers and treat them with dignity and respect. Partner with and assist others to promote an environment of teamwork and achieve common goals. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Enter and locate work-related information using computers and/or point of sale systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Operate telephone switchboard station in order 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 (e.g., dial-up, broadband, wireless). Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. Transfer guests with internet access issues to the internet service provider's customer support line. Log all guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation of guest problems and solution. Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services). Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Receive, record, and relay messages accurately, completely, and legibly. Accept and record wake-up call requests and deliver to appropriate department. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Deliver wake-up calls for guests at requested time. Ensure that any outstanding requests or problems from the previous day receive priority and are resolved. Follow up with guest regarding satisfaction with guest-related issues. Respond to special requests from guests/residents with unique needs.

FAQs

What is the job title for this position?

The job title is Guest Service Agent.

Is this position full-time or part-time?

This position is full-time.

Where is The St. Regis Rome located?

The St. Regis Rome is located at Via Vittorio E. Orlando, 3, Rome, Città Metropolitana di Roma, Italy.

Is this a management or non-management position?

This is a non-management position.

What is the primary focus of the Guest Service Agent role?

The primary focus of the Guest Service Agent role is to answer, record, log, and process all guest calls, requests, questions, or concerns, as well as provide exceptional customer service.

Is knowledge of languages other than English required for this position?

Knowledge of English, both written and verbal, is required, but additional language skills may be beneficial.

What kind of contract is being offered for this position?

A temporary replacement contract is being offered for this position.

What type of service is emphasized in this role?

The role emphasizes providing bespoke and anticipatory service, consistent with the St. Regis brand.

How should the Guest Service Agent interact with guests?

The Guest Service Agent should actively listen and respond positively to guest questions, concerns, and requests while maintaining a professional demeanor.

Are there any physical requirements for this position?

Yes, the role requires standing, sitting, or walking for extended periods and may involve moving, lifting, carrying, pushing, or pulling objects weighing less than or equal to 10 pounds.

What is the policy regarding guest privacy?

The Guest Service Agent must protect the privacy and security of guests and maintain the confidentiality of proprietary materials and information.

What does the Guest Service Agent need to do in case of emergency situations?

The Guest Service Agent should follow property-specific procedures for handling emergency situations, including evacuations and medical emergencies.

How important is teamwork in this position?

Teamwork is very important; the Guest Service Agent should develop and maintain positive working relationships with other employees and assist coworkers to ensure proper coverage and prompt guest service.

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Marriott International

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.