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Guest Experience Agent (overnight)

posted February 16, 2020

The West Hollywood EDITION
West Hollywood, CA
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About This Job

Job Summary

     Operate telephone switchboard station in order to answer telephone calls and monitor busy or unanswered lines. Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) 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. Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Review shift logs/daily memo books and document pertinent information in logbooks. Notify Loss Prevention/Security of any guest reports of theft. Report accidents, injuries, and unsafe work conditions to manager.

     Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. 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.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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About This Employer

The West Hollywood EDITION

9040 West Sunset Boulevard
West Hollywood, CA 90069

(310) 953-9899

190 Room Hotel

www.editionhotels.com

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Our Hotel

The West Hollywood EDITION is located on the corner of West Sunset Boulevard and North Doheny Drive, where West Hollywood meets Beverly Hills. Featuring 140 guest rooms and 48 suites with 2 penthouses. The hotel also features 20 luxury residences and over 6,500 square feet of meeting and event space. The hotel boasts inspiring and sophisticated outlets which include a signature restaurant, lobby lounge, basement club, expansive rooftop pool and a 6-treatment room spa.