Night Guest Service Centre Officer

About the Role

Location: The Naka Island a Luxury Collection Resort & Spa Phuket. Answer, record, log, and process all guest calls, requests, questions, or concerns. Operate telephone switchboard station and process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Advise guests of any messages received and activate/deactivate guest room message lights as appropriate.

Responsibilities

• Monitor busy or unanswered lines, check back with callers on hold, offer to take messages, and receive, record, and relay messages accurately, completely, and legibly.
• Instruct guests on how to access the internet and transfer guests with problems to provider's customer support line; test communications equipment to ensure it works properly.
• Respond to special requests from guests with unique needs; contact appropriate individual or department to resolve guest calls, requests, or problems; follow up to ensure satisfaction.
• Dispatch bell staff or valet staff as needed.
• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; maintain confidentiality of proprietary information and professional appearance.
• Welcome and acknowledge guests according to company standards, assist individuals with disabilities, and develop and maintain positive working relationships to support team goals.
• Comply with quality assurance expectations and standards; enter and locate information using computers and/or POS systems; stand, sit, or walk for extended periods; move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
• Perform other reasonable job duties as requested by supervisors.

Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related work experience: No related work experience required.
• Supervisory experience: None.
• License or certification: None required.

About the Company

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique expression of its locale.