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Customer Service Representative

hace 2 meses

Quintana Roo, México Marriott International, Inc A tiempo completo

Job Summary

We are seeking a skilled Customer Service Representative to join our team at Marriott International, Inc. As a key member of our Guest Services team, you will be responsible for providing exceptional service to our guests, answering their calls, and resolving any issues they may have.

Key Responsibilities

  • Answer and respond to guest calls, requests, and concerns in a timely and professional manner.
  • Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, and non-registered guest calls.
  • 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.
  • Activate/deactivate guest room message lights as appropriate.
  • Instruct guests on how to access the internet and transfer guests with problems to the provider's customer support line.
  • Test communications equipment to ensure it works properly.
  • Respond to special requests from guests with unique needs.
  • Contact the appropriate individual or department as necessary to resolve guest calls, requests, or problems.
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Dispatch bell staff or valet staff as needed.

Requirements

  • Follow all company policies and procedures.
  • Report accidents, injuries, and unsafe work conditions to management.
  • Ensure uniform and personal appearance are clean and professional.
  • Maintain confidentiality of proprietary information.
  • Protect company assets.
  • Welcome and acknowledge all guests according to company standards.
  • Anticipate and address guests' service needs.
  • Assist individuals with disabilities.
  • Thank guests with genuine appreciation.
  • 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.