AYS Telephone Supervisor at Marriott

Marriott International is a leading global lodging company based in Bethesda, Maryland, USA, with more than 4,100 properties in 79 countries and reported revenues of nearly $14 billion in fiscal year 2014. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. The company operates and franc...
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AYS Telephone Supervisor

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience
  • LocationNairobi
  • Job FieldHospitality / Hotel / Restaurant 

POSITION SUMMARY

  • Answer, record, and process all guest calls, requests, questions, or concerns.
  • Contact appropriate individual or department to resolve guest call, request, or problem.
  • Follow up and ensure that any outstanding requests are resolved. Advise guest of any messages received.
  • Verify and adjust billing. Operate telephone switchboard station.
  • Monitor busy or unanswered lines, check back with callers on hold to update status, take messages.
  • Activate and deactivate guest room message lights. Transfer guests with internet access issues to internet service provider's customer support line.
  • Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls.
  • Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation.
  • Supply guests with directions and property information.
  • Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a department role model.
  • Follow 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.
  • Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
  • Speak using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette.
  • Develop and maintain positive working relationships; support team to reach common goals.
  • Ensure adherence to quality standards.
  • Enter and locate information using computers/ POS systems.
  • Stand, sit, or walk for an extended period of time.
  • 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.

Method of Application

Interested and qualified? Go to Marriott on jobs.marriott.com to apply

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