Contact the appropriate person or department (e.g., Sales, Data Management, Accounting) as needed to resolve guest calls, requests, or issues. Use sales techniques that optimize revenue while maintaining existing guest loyalty to Marriott, including upselling. Determine and provide guest gifts as a thank you for being our customer (e.g., reward points, show tickets, gift certificates). Promote brand awareness both internally and externally. Process requests to cancel Marriott Rewards points. Process all room reservations, requests, changes, and cancellations received by phone, fax, or mail. Enter Marriott Rewards information into appropriate software when taking guest reservations. Answer, record, and process all guest calls, requests, questions, or concerns. Perform general office duties to support Sales and Marketing (e.g., filing, e-mailing, transcribing information, faxing).
Assist management in training and motivating employees; serve as a role model. Comply with all company policies and procedures; ensure uniform and personal appearance are neat and professional, maintain confidentiality of proprietary information, and protect company property. Greet and acknowledge all guests according to company standards; anticipate and respond to their service needs and thank them with genuine appreciation. Speak with others using clear, professional language, prepare and review written documents accurately and completely, and answer telephones using proper etiquette. Cultivate and maintain positive working relationships with others; support team in achieving common goals; listen and respond appropriately to concerns of other employees. Monitor performance of others to ensure they meet expectations and quality standards. Visually read and verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance. Perform other reasonable job duties as requested by supervisors.
DESIRABLE SKILLS
Education: High school diploma or equivalent certificate from a General Education Development program
(General Educational Development, GED).
Related work experience:At least 2 years of related work experience.
Supervisory experience: Supervisory experience is not required.
License or Certification:None
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