Butler Service Desk Agent Marriott International

Job Requirement:

The Butler Service Desk Agent attends promptly and efficiently to all phone calls within 3 rings and is the primary point of contact for all telephone correspondence within the hotel. All phone calls are answered with a warm welcome and answer any guest questions, anticipate their wants and needs and resolve guest problems. Ensure guest s immediate requirements are catered for. The Butler Services Agent has an awareness of regular guest names and requirements and has a full understanding of core Front Office process. ESSENTIAL FUNCTIONS:

• Has a full knowledge of Marriott Bonvoy Program, Hotel occupancy and availability
• Knowledgeable in all room types and attributes (layout, size, connecting configurations, and views)
• Keeping Butlers informed of blocking and unblocking rooms, reallocation and room moves when Front Office liaises the changes with the Agents
• Locate arriving, in-house and departed guests by name and room number
• Competent in messaging functionality (creating, modifying, delivering, deleting)
• Answer all phone calls adhere to the standards set forth within the Telephone & Verbiage FOE
• Transfer calls to an appropriate guest or department when requested by callers
• Coordinate guest requests with all relevant department
• Thoroughly conversant with all room types, d cor and outlook
• Communication and recording of complaints
• Ensure full liaison with other members of the team
• Strong communication with other areas, especially Front Office, Butlers and Housekeeping
• Report maintenance faults and damage to machines, furniture and fittings in all area of the hotel to the maintenance department.
• Strong relationship with guests and internal customers
• Prepare Wake Up Call log sheet for the following day and ensure this is handed over to the next shift
• Ensure all Wakeup call requests are logged accurately
• Give wake up calls for guests
• Keep inventory of Butler On Call Items
• GXP Basics (profiles, preferences, defects, reporting) are entered accurately and monitor existing profiles
• Ensure daily shift hand over is completed thoroughly

PREFERRED QUALIFICATIONS

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