Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,700 properties under 31 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.

POSITION SUMMARY

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 (e.g., Bellperson, Housekeeping), 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.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and 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.

PREFERRED QUALIFICATIONS

Education: Degree or Diploma in Hospitality Management or a related field

Related Work Experience: Minimum of 1–2 years of experience in similar role

Experience: Preferably in a hotel or luxury service environment (5-Star hotel is highly desirable)

• Answer, record, and process guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
• Operate the telephone switchboard; process wake-up call requests; connect and direct calls to the appropriate extension.
• Receive, record, and relay messages accurately.
• Log guest requests or issues, contact the appropriate individual or department, and follow up with guests to ensure their requests have been resolved to their satisfaction.
• Provide guests with information about room features, property amenities, and local areas of interest.
• May process room service orders, answer menu selection questions, and record transactions in the point-of-sale system.
• Assist guests with accessing the internet and guestroom entertainment.
• Follow company policies and procedures, maintain a clean and professional appearance, protect confidential information and company assets, and comply with quality assurance expectations and standards.
• Welcome guests, anticipate and address their service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Communicate professionally, maintain positive working relationships, and support the team in reaching common goals.
• Perform other reasonable job duties as requested by Supervisors.

• Professional telephone etiquette and clear communication
• Guest service and customer care
• Telephone switchboard operation and call routing
• Accurate message taking, record keeping, and data entry
• Guest request logging, coordination, and follow-up
• Knowledge of hotel amenities and local areas of interest
• Ability to assist guests with internet and in-room entertainment
• Ability to maintain confidentiality and protect company assets
• Ability to work collaboratively and support team goals

• Degree or Diploma in Hospitality Management or a related field
• Minimum of 1–2 years of experience in a similar role
• Experience in a hotel or luxury service environment preferred; 5-Star hotel experience highly desirable