Guest Experience Agent

Location: New York

Marriott Hotels - 701 7th Avenue - Responsibilities:
Answer, record, log, and process all guest calls, requests, questions, or concerns.;
Operate telephone switchboard and manage wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.;
Advise guest of messages received and transfer guests to appropriate assistance or departments.;
Monitor lines, check back with callers on hold, and offer to take a message.;
Receive, record, and relay messages accurately and completely.;
Activate/deactivate guest room message lights as appropriate.;
Instruct guests on how to access the internet; transfer guests to provider's customer support line.;
Test communications equipment to ensure it works properly.;
Respond to special requests from guests with unique needs.;
Dispatch bell staff or valet staff as needed.;
Follow all company policies; report accidents and safety issues; maintain professional appearance and confidentiality.;
Welcome and acknowledge all guests; assist individuals with disabilities; maintain guest service standards.;
Enter and locate information using computers and/or POS systems.;
Stand, sit, or walk for an extended period; move and lift objects up to 10 pounds as needed.;
Perform other reasonable duties as requested by Supervisors.