Guest Services Coordinator Part-time Vertical

1 mese fa

Roma, Italia Marriott International, Inc A tempo pieno

**Additional Information**
**Job Number**24193909
**Job Category**Rooms & Guest Services Operations
**Location**The Westin Excelsior Rome, Via Vittorio Veneto 125, Rome, Città Metropolitana di Roma, Italy, 187
**Schedule**Part Time
**Located Remotely?**N
**Position Type** Non-Management

**Guest Services Coordinator Part-Time Vertical**

***

Interact with guests and supply with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering) 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. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities. When operations requires support front desk department. Support loyalty program by enrolling new members.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. 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.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

**CRITICAL TASKS**

Safety and Security
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- Follow company and department policies and procedures.
- Maintain confidentiality of proprietary materials and information.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.

Guest Relations
- 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.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Thank guests with genuine appreciation and provide a fond farewell.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- When operation requires the guest service coordinator will also support front desk department.
- Assist other employees to ensure proper coverage and prompt guest service.
- Enroll per working day a minimum 5 new Bonvoy members by explaining them the benefits of the program. Potential members will be approached in the food and beverage outlets and the public areas
- Actively promote the food and beverage events verbally and distributing promotional material
- Reports to the front office manager and send a daily report of members enrolled and any guest comment she/he received from a guest that needs follow-up

Communication
- Speak to guests and co-workers using clear, appropriate and professional language.
- 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.
- Talk with and listen to other employe

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