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Marriott Guest Service Agent 宾客服务员 in Danzhou, China

Job Number 21078086

Job Category Rooms & Guest Services Operations

Location Four Points by Sheraton Danzhou, No.1 Guosheng Road, Danzhou, Hainan, China

Brand Four Points

Schedule Full-Time

Relocation? N

Position Type Non-Management

Located Remotely? N

Where timeless classics are woven with modern details. Where business meets pleasure. Where even when you’re global, you can experience the local. Designed for the independent traveler seeking balance, there’s Four Points.

POSITION SUMMARY

Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Loss Prevention/Security of any reports of theft.

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; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. 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.

处理所有客人的入住、退房、客房分配和客房更改/迟退房要求。安全支付;激活/补发房间钥匙。确保价格符合市场代码,记录例外情况。核实/调整客人的账单。当客人等待空房时,与适当的工作人员沟通。给客人留言。在计算机系统中清除离场。与客房部协调,跟踪房间状况和客人关心的问题。对客人的文件进行归档。操作电话总机。运行和检查每日报告,应急清单和信用卡授权报告。为客人提供方向和信息。回答、记录和处理所有客人的电话、请求、问题或关切;跟踪确保每一项都达到客人的满意。为客人/访客安排交通。在班次开始和结束时清点和保管银行。现金客人的支票,处理所有支付类型,凭证,支付,收费,并提供零钱。通知防损/保安任何盗窃报告。

遵守公司的政策和程序;向经理报告事故、受伤和不安全的工作条件;确保制服和个人仪容整洁、专业;对专有信息保密;保护公司资产。按照公司标准接待客人;预见并满足客人的服务需求;协助残疾人士;用真诚的感激感谢客人。用清晰专业的语言说话;接听电话时使用适当的礼仪。发展和保持积极的工作关系;支持团队达成共同目标;倾听并适当回应员工的关切。遵守质量保证标准。长时间地站着、坐着或走着。在没有帮助的情况下移动、举起、搬运、推、拉和放置重量小于或等于10磅的物体。完成上级要求的其他合理工作。

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.

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