AYS Agent - Part Time

Sacramento Marriott Rancho Cordova

Location: US - CA - Rancho Cordova

Jan 23, 2018
Employer
Job Details
The Sacramento Marriott provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to rebecca.dawes@marriottranchocordova.com or 916-267-6715 to let us know the nature of your request.

REPORTS TO

Assistant Front Office Manager and Director of Rooms

WORK HOURS

Associate will be required to work day/and or evening shifts, both weekdays and weekends. Some overtime may be required.

EDUCATION/EXPERIENCE

1. Minimum 6 months experience is customer service.

2. High school graduate. Some college preferred.

3. Previous hotel front desk agent and PBX operator experience preferred.

4. Relevant military experience in a comparable capacity

LANGUAGE SKILLS

1. Ability to read, comprehend and write instructions, correspondence and memos.

2. Ability to communicate verbally (including telephone contact) with Guests, management and co-workers.

COMPUTER SKILLS/EXPERIENCE

1. Previous computer experience preferred.

MATHEMATICAL SKILLS

1. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

2. Ability to compute rate, ratio and percent.

REASONING ABILITY

1. Ability to apply common sense understanding to carry out instructions.

2. Ability to define problems, collect data, establish facts, and draw valid conclusions.

3. Ability to interpret basic technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

ESSENTIAL SKILLS

1. Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation.

2. Ability to follow safety and security procedures and will not pose a direct threat to the health/safety of self or others.

3. Ability to plan, prioritize, organize, maintain concentration, and complete all work assigned.

4. Ability to focus attention to performance of tasks despite frequent, stressful or unusual interruptions.

5. Ability to communicate calmly with irate Guests, co-workers or supervisors in sometimes tense situations.

6. Ability to perform job functions with minimal supervision.

7. Ability to work cohesively with co-workers as part of a team.

8. Treat co-workers and guests with courtesy, friendliness and respect and provide responsive service.

9. Ability to meet or exceed productivity and performance standards and complete tasks as assigned by supervisor or manager.

10. Ability to understand and carry out instructions in verbal, written or diagram form.

11. Ability to understand Guests’ service needs.

12. Ability to adhere to work schedule and arrive on time in a neat and alert condition and adhere to company dress standards.

13. Ability to follow all appropriate policies and procedures while striving to improve all standards of operation.

14. Ability to interact with people, particularly in resolving complaints and problems.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

1. Have knowledge of hotel, hotel staff, and hotel services, including the hours of operation for all departments involved and in the surrounding areas; has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc.

2. Offers the hotel guests the best possible service through courteous and proper phone answering procedures.

3. Is a hotel ambassador by promoting the hotel, restaurant, lounge, gift shop, etc.

4. Able to give accurate directions and information regarding the immediate and metro area.

5. Be knowledgeable in all hotel emergency procedures and handle them according to procedures.

6. Ensure that all customer complaints are recorded in the Guest Response Program in a timely and professional manner.

7. Must coordinate the response to the guest issue and then follow-up with the guest to ensure satisfaction with the result.

8. Ensure that all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow-up in a timely and professional manner.

9. Must exhibit courteous hospitality at all times and fully own each guest issue. When in communication with the guest, must be proactive in every area, including offering additional services.

10. Handles mail and messages per outlined procedures.

11. Has knowledge of hotel rates, discounts, and how to handle them.

12. Has a working knowledge of reservations and PMS procedures; knows cancellation procedures and walk procedures.

13. Prepares wake-up call sheets; records the guest’s name and room number under the requested time; repeats information to the guest to ensure proper handling of wakeup calls.

14. Sets wake-up calls as requests come in.

15. Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.

16. Be a Team Player and encourage the teamwork attitude among staff.

17. Attends department and inter-departmental meetings.

18. Notify management of any pertinent information related to shift activities.

19. Be knowledgeable in all hotel emergency procedures.

20. Ensure areas are free of safety hazards and performs all duties in a safe and efficient manner.

21. Ensures total guest satisfaction.

22. Follow supervisor’s instructions and performs other duties as directed or assigned.

SECONDARY JOB DUTIES

1. Able to operate and explain TDD operation for guests;

2. Always has equipment ready to receive TTY calls.

3. Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.

4. Able to use sales dialogue in selling the Room Service menu, beverage, wines, etc.

5. Know culinary terminology.

6. Know the Gold Standard Brands.

7. Able to use Room Service Use records.

8. Take Room Service Orders.

9. Understands various payment options and procedures of Room Service.

10. Have full knowledge of the Room Service Micros System and its functions.

PHYSICAL REQUIREMENTS

The frequency codes assigned in these job descriptions are:

Rarely less than 1%

Occasionally 1-33%

Frequently 34-65%

Constantly 66-100%

SITTING: Constantly.

STANDING/WALKING: Occasionally on a variety of surfaces (carpet, tile, granite, etc.)

CROUCHING (BENDING AT KNEES): Occasionally. Lifting and completing tasks performed at low levels.

KNEELING/CRAWLING: Occasionally. Lifting and completing tasks performed at low levels.

STOOPING (BENDING AT WAIST): Occasionally. Lifting and completing tasks at different levels.

TWISTING/TURNING AT KNEES, WAIST & NECK: Frequently.

CLIMBING: Occasionally.

LEG/FOOT USE: Occasionally.

REACHING (OVERHEAD/EXTENSION): Occasionally. Lifting and completing tasks at different levels.

HANDLING/GRASPING: Constantly.

FINGERING/FEELING: Constantly.

PUSHING/PULLING: Occasionally.

LIFTING/CARRYING: Frequently lifting/moving up to 10 pounds. Occasionally lifting/moving up to 25 pounds.

SPEECH REQUIREMENTS: Constantly required to speak to others in person and on the telephone.

HEARING REQUIREMENTS: Constantly required to listen to others in person and on the telephone.

VISION: Constantly required to see up close and ability to adjust focus. Occasionally required to see distances. Color vision is required.

WORKING CONDITIONS

Safety Requirements: none required

Exposure to chemicals, noise, vibrations: Exposure to basic cleaning supplies; moderate noise conditions of a busy office with office equipment; occasional exposure to outside noise.

Operation of equipment/tools/vehicles: Equipment to include computers and printers, 10 key calculator, telephone, fa
(see description) 
Additional Details
immediately
No
Applicants who do not already have legal permission to work in the United States will not be considered.
No
No
No
Hotel/Resort
Administration, Customer Service