At Your Service Agent

Recruiter
Grosvenor House, A JW Marriott Hotel
Location
London (Greater)
Salary
Competitive salary
Posted
04 Dec 2018
Closes
09 Dec 2018
Contract Type
Permanent
Hours
Full Time
To serve as the main point of contact for all guest requests and needs, including answering calls, dispatching requests and following up to ensure guests satisfaction with results.CANDIDATE PROFILEExperience:Previous experience working within a Front Office or a Call Center environment preferredSkills and Knowledge •Strong Communication skills (verbal, listening, writing)•Innovative•Out of the box thinker•Pro-active and reliable•Able to work alone and within a team Education or Certification •Good level of English essential •To maintain a high standard of personal appearance and hygiene, meeting the hotels grooming and uniform standards.•To answer all calls in courteous and efficient manner using the correct telephone etiquette.•To be a competent key person within the At Your Service department, able to communicate and find answers in an efficient and professional way.•To ensure that clear, complete and legible information is taken from the guest and is forwarded to the appropriate personnel to satisfy the request and or to resolve the issue.•Ensure all guest experiencing a problem receive an appropriate response and recorded in the Espresso! system. The guest received the promised compensation and all guests receive appropriate follow up in a timely and professional manner.•To ensure that daily record sheets are filled out correctly and filed accordingly.•Assist in the maintenance and upkeep of bulletin boards and or other visual representations of information.•To note any outstanding issues and supply shortages etc.•Maintain a hand over log for the next shift, noting any services that are pending to ensure follow up.•Utilise all available resources to follow up on previous shift requests and pending issues.•Handle all emergencies according to procedures.•Ensure that you have an excellent knowledge of products and services available both internally and externally.•To carry out, within your capability, all reasonable requests by Supervisors and Managers.

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