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AYS Manager -

1.00 to 4.00 Years   China (China)   08 Jan, 2025
Marriott International, Inc
Job LocationChina (China)
EducationAny Graduate
SalaryAs per Industry Standards
IndustryHotel/Travel/Tourism/Airlines/Hospitality, Catering/Food Services/Restaurant
Functional AreaHR/PM/IR/Training
EmploymentTypeFull-time

Job Description

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 providers 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.
Responsibilities
  • 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.
PREFERRED QUALIFICATIONS
  • Education: High school diploma or G.E.D. equivalent.
  • Related Work Experience: At least 1 year of related work experience.
  • Supervisory Experience: At least 1 year of supervisory experience.
  • License or Certification: None
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.At Courtyard, were passionate about better serving the needs of travelers everywhere. Its what inspired us to create the first hotel designed specifically for business travelers, and its why the Courtyard experience today empowers our guests, no matter the purpose of their trip. Were looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve all while having fun.In joining Courtyard, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.Locations: Courtyard Shanghai Central

Keyskills :
guest service excellence communication skillsbilling management team collaboration problem resolution learning workforce

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