Guest Service Agent
San Diego Marriott Gaslamp Quarter - San Diego, CA

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Post by Jobing - Overall Responsibilities: To serve as the main point of contact for all guest requests and needs. Agent will be interchangeable within the traditional roles of a PBX attendant, and front desk agent. The agent must exhibit courteous hospitality at all times and fully own each issue. When in communication with the guest, the agent must be proactive in every area, including offering additional services.

The agent must be seamless in the transition within the areas mentioned above. The agent must be able to work as an AYS agent and Front Desk agent during a scheduled shift. Most importantly the agent must coordinate the response to the guest issue and then follow up with the guest to ensure complete satisfaction with the result. The main functions of Guest Service Associate are to handle all incoming and in–house calls via the switchboard, input data into GuestWare, Check guests in and out, and complete the daily checklists.Essential Functions: Have knowledge of hotel, hotel staff, and hotel services, including the hours of operations for all departments involved and in the surrounding areas.

Has a thorough knowledge of guestrooms including: location, views, amenities, features, types, etc. Ability to verbally communicate effectively with guests and co–workers. Offer the hotel guests the best possible service through clear, courteous and proper phone answering procedures. Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.

Greet customers immediately with a friendly and sincere welcome. Understanding of various payment options, check cashing procedures, and a working knowledge of various outlets charging procedures, to better assists the guest. Be able to give accurate directions and information to/from regarding the immediate area. Handle all emergencies according to established procedures.

Ensure all customer complaints are recorded in Guest Ware in a timely and professional manner. Ensure any guests that may experience a problem receive an immediate response along with satisfactory resolution, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner. Each associate is expected to carry out all requests by management, which the associate is capable of performing.Front Desk related duties: Register guests and assign rooms, accommodating special requests whenever possible, by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs.

Properly code electronic keys. Non–verbally confirm the room number and rate. Provide welcome folders containing keys, certificates, coupons, and refreshment/VIP access as appropriate. Verify and imprint credit cards for authorization using electronic acceptance methods.

Handle cash, make change, and balance an assigned house bank. Accept and record vouchers, travel checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post any related charges and adjustments to guest rooms and house accounts using the PMS computer, and complete proper documentation for shift closing.

Be able to check out a guest and close a guest account at time of check out and ascertain satisfaction with bill and related services. Greet guests while managing guests in front of the desk. Complete the AM & PM Checklist. Operate facsimile machine to send, receive, and log incoming/outgoing transmissions.

Have knowledge of hotel rates, discounts, and how to handle each. Promote any marketing programs established to ensure the success for the hotel. Have working knowledge of PMS procedures. Know cancellation procedures and walk procedures.

Prepare wake up sheet; record the guests name and room number under the wake up time requested. Repeat this information to the guest to ensure proper handling of wake up calls in the morning. Handle all deliveries for guests requests or other delivery needs including, but not limited to faxes, boxes, luggage, rollaway beds, cribs, frigs, microwaves, etc. Notify the proper department for deliveries (ex: faxes & boxes = bellstand, crib & frigs = housekeeping).

Track all amenities delivered to guest rooms to maintain an accurate inventory and to ensure recovery upon guest departure. All added amenities delivered to guest rooms should be logged on the AYS Tracking board.AYS related duties: Answer and relay all incoming calls promptly with–in three rings, using correct phone script. Schedule and deliver wake–up calls as requested. Coordinate all emergencies according to established procedures.

Handle all functions of the hotels switchboard.Additional Responsibilities: Handle mail and messages per outlined procedures. Assist bellstaff if needed. Be on time to scheduled shifts and attend all scheduled departmental meeting without fail. Arrive to work with positive attitude and dressed in complete uniform (including name tag).

All employees must maintain a neat, clean and well groomed appearance (specific standards available). Maintain cleanliness and neatness of work area in all areas of contact. Greet every guest with a big, warm, and sincere smile. Use the 15/5 rule all the time.

Use the guest name at least 3 times in conversation. Complete all associated departmental check lists and communicate with shift manager or MOD if you are having any challenges completing any daily tasks outlined on the check list. Thank the guest for their business and try to get feedback from their stay by asking them “Did you find our services to be to your satisfaction?” If not immediately use the LEARN process to solve the guest’s concern so that the guest leaves 100% satisfied. Physical Job Requirements: Requires continual standing, sitting and movement throughout departments.

Lifting/Pushing/Pulling/Carrying 20lbs maximum. Bending/Kneeling may be required. Continuous standing is required while at the Front Desk.Notice: The Marriott Gaslamp hotel functions seven (7) days a week, twenty–four (24) hours a day. You as an Associate must realize this fact and be aware that at times it may be necessary to move you from your accustomed shift, as business demands.

In addition, you understand that business determines the amount of hours you work, and that some weeks you may be scheduled to work less than forty (40) hours, and on other weeks you may be scheduled to work more than forty (40) hours per week.

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Marriott International, Inc., is a leading lodging and hospitality company that develops, operates, and franchises hotels, corporate housing...