Guest Service Agent (replacement contract)

Job description

At The St. Regis Rome we are looking for an enthusiastic candidate for our Butler Service Desk, for temporary replacement contract.

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.                        

CRITICAL TASKS

Safety and Security

·  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.

Policies and Procedures

·  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.

Guest Relations

·  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.

Communication

·  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.

Working with Others

·  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.

Quality Assurance/Quality Improvement

·  Comply with quality assurance expectations and standards.

Physical Tasks

·  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.

Check-in/Check-out

Communications

·  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.

Reports/Recordkeeping

·  Log all guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation of guest problems and solution.

Greet/Escort Guests

·  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).

Guest 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.

At Your Service/Delighted to Serve

·  Follow up with guest regarding satisfaction with guest-related issues.

VIP/Concierge Services

·  Respond to special requests from guests/residents with unique needs.

Knowledge of English – Written and Verbally Fluent 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, 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.