Thursday, October 11, 2012

Guest Service Agent - Jeddah Marriott Hotel - Saudi Arabia

Guest Relations
§ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
§ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) 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.
§ Address guests' service needs in a professional, positive, and timely manner.
§ Thank guests with genuine appreciation and provide a fond farewell.
§ 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).
§ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
§ Assist other employees to ensure proper coverage and prompt guest service.

§ 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.
§ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
§ Provide assistance to coworkers, ensuring they understand their tasks.
§ Talk with and listen to other employees to effectively exchange information.
§ Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

1) Necessary skills to perform up to the standards.
2) Willingness to learn.
3) Positive attitude.
4) Desire for advancement and development.
5) Good English language (oral and written)
6) Relevant experience in the same position is preferable.

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