AYS Agent

Macon Marriott City Center

ESSENTIAL FUNCTIONS:General· Have knowledge of hotel, hotel staff, and hotel services, including the hours of operationfor all departments involved and in the surrounding areas; has a thorough knowledge ofguestrooms including: locations, views, amenities, features, types, etc.· Offers the hotel guests the best possible service through courteous and proper phoneanswering procedures· Is a hotel ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.· Understands various payment options and procedures of Room Service· Able to give accurate directions and information regarding the immediate and metro area· Handle all emergencies according to established procedures· Ensure that all customer complaints are recorded in the Guest Response Program in atimely and professional manner· Ensure that all guests who experience a problem receive an appropriate response, anypromised compensation is delivered, and an appropriate follow-up in a timely andprofessional manner

· Ensure all individuals designated for follow-up in the Manager on Duty report are copiedon the report and any other pertinent information available· Expected to carry out all reasonable requests by management of which the associate iscapable of performingFood & Beverage· Able to 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 full knowledge of the Room Service POS system and its functions.Rooms· Able to operate and explain TDD operation for guests; always has equipment ready toreceive TTY calls· Has knowledge of hotel rates, discounts, and how to handle· Has a working knowledge of reservations and property management system (PMS orFidelio) procedures; knows cancella tion procedures and walk procedures· Prepares wake-up call sheets; records the guest's name and room number under therequested time; repeats information to the guest to ensure proper handling of wake-upcalls· Sets wake-up clock or input as requests come in· Notes charges on incoming calls not received by the call accounting system; post in PMS

Interstate Hotels & Resorts is an EEO/AA/Disabled/Veterans Employer. and to navigate to the “EEO is the Law” poster and supplement.