PBX AtYourService Attendant
Company: Park Ridge Marriott
Location: Park Ridge
Posted on: June 24, 2022
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Job Description:
The Marriott Park Ridge is seeking an AYS Agent to join their
positive and talented team! Conveniently located a short distance
from Woodcliff Lake, Nyack, The Outlets at Bergen Town Center and
the bustle of New York City, the Marriott Park Ridge boasts 289
rooms, 18,000+ sq. ft. of event space and two restaurants
on-site.
Job Duties: Answer, record, and process all guest requests,
questions, or concerns via telephone, email, chat, and mobile
communication devices. Operate telephone switchboard, process guest
requests for wake up calls, and connecting and directing calls to
the appropriate extension. Receive, record, and relay messages
accurately. Log all guest requests or issues into computer, contact
appropriate individual or department (e.g., Bell Person,
Housekeeping), and follow up with guest to ensure their request has
been resolved to their satisfaction. Provide information to guests
about room features, property amenities, and local areas of
interest. May process food & beverage orders, answer questions on
menu selection and record transactions in point-of-sale system.
Assist guests with accessing internet and guestroom
entertainment.
Follow all company policies and procedures; ensure uniform and
personal appearance are clean and professional; maintain
confidentiality of proprietary information; and protect company
assets. Welcome and acknowledge all guests according to company
standards, anticipate and address guests' service needs, assist
individuals with disabilities, and thank guests with genuine
appreciation. Speak with others using clear and professional
language, and answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others,
and support team to reach common goals. Comply with quality
assurance expectations and standards. Read and visually verify
information in a variety of formats; stand, sit, or walk for an
extended period of time or for an entire work shift. 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.
Safety and Security
-Follow property specific procedures for handling emergency
situations (e.g., evacuations, medical emergencies, natural
disasters).
-Follow company and department safety and security policies and
procedures to ensure a clean, safe, and secure environment.
-Identify and correct unsafe work procedures or conditions and/or
report them to management and security/safety personnel.
-Report work related accidents, or other injuries immediately upon
occurrence to manager/supervisor.
-Maintain awareness of undesirable persons on property
premises.
Policies and Procedures
-Protect the privacy and security of guests and coworkers. Maintain
confidentiality of proprietary materials and information.
-Ensure uniform, nametags, and personal appearance are clean,
hygienic, professional and in compliance with company policies and
procedures.
-Comply with quality assurance expectations and standards.
Guest Relations
-Address guests' service needs in a professional, positive, and
timely manner.
-Actively listen and respond positively to guest questions,
concerns, and requests using brand or property specific process to
resolve issues, delight, and build trust.
-Anticipate guests' service needs, including asking questions of
guests to better understand their needs and watching/listening to
guest preferences and acting on them whenever possible.
-Engage guests in conversation regarding their stay, property
services, and area attractions/offerings.
-Provide assistance to individuals with disabilities, including
assisting visually, hearing, or physically-impaired individuals
within guidelines (e.g., escorting them when requested, using words
to explain actions, writing directions on paper, moving objects out
of the way, or offering access to Braille or TDD phones).
-Answer, record, and process all guest calls, requests, questions,
or concerns.
-Receive, record, and relay messages accurately, completely, and
legibly.
-Contact appropriate individual or department (e.g., Bell person,
Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as
necessary to resolve guest call, request, or problem.
-Process food & beverage orders, answer questions on menu
selection; record transactions in point-of-sale system, process
payment and run cashier reports at end of shift.
-Accept and record wake-up call requests and deliver to appropriate
department.
-Log all guest requests, incidents, and adjustments customer
relationship management (CRM) system to allow for proper tracking
and documentation of guest problems and solution.
-Respond to special requests from guests/residents with unique
needs.
-Follow up with guests to ensure their requests or problems have
been met to their satisfaction.
-Supply guests/residents with directions and information regarding
property amenities, services, and hours of operation, and local
areas of interest and activities.
-Identify and explain hotel features to guests (e.g., use of room
key, ice and vending areas, in-room safe, hotel services).
Communication
-Answer telephones using appropriate etiquette including answering
the phone within 3 rings, answering with a smile in one's voice,
using the callers' name, transferring calls to appropriate
person/department, requesting permission before placing the caller
on hold, taking and relaying messages, and allowing the caller to
end the call.
-Speak to guests and co-workers using clear, appropriate and
professional language.
-Exchange business related information with other employees using
electronic devices (e.g., mobile communication devices, email, and
chat).
-Operate telephone switchboard station in order to answer telephone
calls.
-Process guest requests for wake up calls, screening calls, do not
disturb, call forwarding, conference calls, TDD relay calls, and
non-registered guest calls.
-Instruct guests on how to access the internet and guest room
entertainment features (e.g., streaming video).
-Monitor busy or unanswered lines, check back with callers on hold
to update status, and offer to take a message.
-Test communications equipment and ensure it is working
properly.
Working with Others
-Develop and maintain positive and productive working relationships
with other employees and departments.
-Support all co-workers and treat them with dignity and
respect.
-Handle sensitive issues with employees and/or guests with tact,
respect, diplomacy, and confidentiality.
-Assist other employees to ensure proper coverage and prompt guest
service.
Physical Tasks
-Move, lift, carry, push, pull, and place objects weighing less
than or equal to 10 pounds without assistance.
-Enter and locate work-related information using computers and/or
point of sale systems.
-Stand, sit, or walk for an extended period of time or for an
entire work shift.
-Read and visually verify information in a variety of formats
(e.g., small print).
We offer part-time benefit plans consisting of telemedicine,
vision, dental, life, short- & long-term disability, critical
illness, accident and indemnity, identity theft, pre-paid legal,
pet discount program, wellness program, wonderful hotel discounts
and much more!
Keywords: Park Ridge Marriott, Paterson , PBX AtYourService Attendant, IT / Software / Systems , Park Ridge, New Jersey
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