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Guest Response Operator/At Your Service

posted November 11, 2019

Fort Lauderdale Marriott North
Fort Lauderdale, FL
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We Perform at our Best so our Guests can perform at their Best.
740837 l

About This Job

The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.   

Job overview

The Guest Response Operator greets and assists phone callers in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations.  Ensures release of any Company, hotel, brand, and guest information is consistent with privacy policies, practices and regulations.  Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management.  Reports any deviations from policies, procedures, brand standards and regulations to management.

Essential Functions

  • Correct use of phone equipment, consoles, headsets, telephones and other related equipment. Answer calls in accordance with established procedures.   
  • Answer and respond to guest problems and/or requests courteously and accurately.  Ensure release of any Company, hotel, brand, and guest information is consistent with privacy policies, practices and regulations.
  • Prompt response to all emergency calls for help.  Determine course of action, notify appropriate management and authorities in accordance with established procedures.
  • Schedule wake-up calls or set wake-up clock.
  • Sort and process guest related mail in accordance with established procedures.
  • Maintain fax machine and send/receive guest faxes.  Process appropriate charges for this service.
  • Maintain a clean and safe phone area.
  • Be familiar with reservation procedures and assist as needed.
  • Consistent professional and positive attitude and actions when communicating with guests and associates.
  • Report any incidents of guest dissatisfaction or other matters of significance to manager / supervisor so that corrective measures may be taken.
  • Any other tasks / duties as requested by management.

Job Requirements

  • High school education or equivalent experience.  
  • Pleasant phone voice along the consistent proper use of the English language is required.  
  • Customer service background and familiarity with hospitality industry practices preferred.
  • Able to work nights, weekends and holidays

Compensation: $11.00 per hour

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About This Employer

Fort Lauderdale Marriott North

6650 North Andrews Avenue
Fort Lauderdale, FL 33309

(954) 771-0440

315 Room Hotel

www.marriott.com

Apply to be a member of our TPG Hotels & Resorts family,
a Top 10 Hotel Management Team and 'hospitality employer of choice!'

Our Hotel

Our modern hotel provides the ideal setting for relaxation and places visitors near top area destinations including Fort Lauderdale Beach, Pompano Beach, Holy Cross Hospital and Isle Casino® Racing Pompano Park. After a day of adventure, guests can retreat to our modern accommodations with luxury bedding, free Wi-Fi and flat-panel TVs. When hunger strikes, guests can enjoy a meal in private with our 24-hour room service, or head to Blue Fire Grille to sample delicious American cuisine with a Caribbean flair. In the evening, we invite our guests to unwind at Blue Fire Bar and Lounge while watching a game and enjoying a draft beer or cocktail. For those hosting a business or social event during their visit, we offer 19 versatile meeting venues with custom catering options and planning services. The Fort Lauderdale Marriott North will exceed all expectations.