POSITION SUMMARY

Answer, record, log, and process all guest calls, requests, questions, or
concerns. Operate telephone switchboard station. Process guest requests for
wake-up calls, screening calls, do not disturb, call forwarding, conference
calls, TDD relay calls, and non-registered guest calls. Advise guest of any
messages received. Monitor busy or unanswered lines, check back with callers on
hold to update status, and offer to take a message. Receive, record, and relay
messages accurately, completely, and legibly. Activate/deactivate guest room
message lights as appropriate. Instruct guests on how to access the internet;
transfer guests with problems to provider's customer support line. Test
communications equipment to ensure it works properly. Respond to special
requests from guests with unique needs. Contact appropriate individual or
department as necessary to resolve guest call, request, or problem. Follow up
with guests to ensure their requests or problems have been met to their
satisfaction. Dispatch bell staff or valet staff as needed.





Follow all 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 all guests according to company
standards; anticipate and address guests’ service needs; assist individuals with
disabilities; thank guests with genuine appreciation. Speak with others using
clear and professional language; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others; support team to
reach common goals. Comply with quality assurance expectations and standards.
Stand, sit, or walk for an extended period of time. Enter and locate information
using computers and/or POS systems. Move, lift, carry, push, pull, and place
objects weighing less than or equal to 10 pounds without assistance.

📌 Guest Service Agent (Milano)
🏢 Marriott
📍 Milano