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Position: At Your Service (AYS) Agent

Position Overview:

Do you have the voice that belongs on radio and looking to shine in our industry?

The AYS Agent sings a tune of true hospitality and meets the needs of all our guests, whether it is over the phone or to assist in making various types of reservations. They are the voice of our Hotel.

AYS Agents serve as the main point of contact for all guest requests and needs. The AYS Agent is responsible for answering calls, recording guest requests and then pursuing the issue(s) to resolution. The AYS Agent must exhibit courteous hospitality at all times and fully own each guest issue. When in communications with the guest, the AYS Agent must be proactive in every area, including offering additional services. Most importantly, they must coordinate the responses to the guests issue and then follow-up with the guest to ensure total satisfaction

Job Requirements:

Education & Experience

• High School Diploma or equivalent required
• Education focused on Hospitality an asset
• 1 – 3 years of guest services experience preferred
• Knowledge of food and beverage strongly recommended

Skills / Knowledge

• Strong commuter skills required
• Ability to operate a switchboard console
• Knowledge of hotel operations an asset
• Working knowledge of Microsoft Office and Windows platform
• Strong communication skills (verbal, listening and writing)
• Fluent in English (written and oral), a second language a definite asset

Key Attributes

• Superior customer service skills
• Excellent communications, interpersonal, time management and organizational skills
• Outgoing, people oriented 
• The desire to assist out guests and associates
• Shows initiative and take ownership of challenges
• Ability to function calmly in a stressful environment
• Organize, prioritize and maintain focus on service details
• Adept at managing tasks and problem solving

Duties and Responsibilities:

General

• Demonstrate knowledge of the hotel, hotel associates and services, including the hours of operation for all departments involved and in the surrounding areas; has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc.
• Offers the hotel guests the best possible service through courteous and proper telephone answering procedures
• Acts as a hotel ambassador by promoting the hotel facilities
• Understands various payment options and procedures of Room Service
• Able to provide accurate directions and inform regarding the immediate and surrounding area
• Handle all emergencies according to established procedures
• Ensure that all customer complaints are recorded in Guestware in a timely and professional manner
• Ensure that all guests who experience a problem receive an appropriate response, any promised compensation is delivered and an appropriate follow-up in a timely manner and professional manner

Food & Beverage

• Able to effectively use sales dialogue in selling the Room Service menu, beverage, wines, etc.
• Know culinary terminology
• Know the Gold Standard Brands
• Able to use the Room Service Use records
• Take Room Service Orders as outlined in the New Hire Guide
• Have comprehensive knowledge of the Rooms Service POS system and its functions

Rooms

• Able to operate and explain TDD operations for guests
• Has a knowledge of hotel rates, discounts and proficient in handling related inquiries
• Working knowledge of reservations and property management system (PMS) procedures, knows cancellations and walk procedures
• Prepares wake-up call sheets, records the guest’s name and room number under the requested time, repeats information to the guest to insure proper handling of wake-up calls
• Sets wake-up clock and inputs as requests come in
• Send, or receive and deliver faxes

Additional Responsibilities:

• Handles mail and messages per outlined procedure
• Attends all scheduled departmental meetings
• Maintains cleanliness and neatness of work area
• Carry out, within their capabilities all reasonable requests by management

Salary: $10.75 per hour for first 3 months; $11.50 per hour after 3 months

Email:    jessica.rawding@marriott.com

Please quote competition number AYSA1001-CB.

The Halifax Marriott Harbourfront is an equal opportunity employer and supports a diverse workplace.