Supervisor - At Your Service at Hilton Worldwide

Job Number: 21018029
Location: Marriott Hotel Ikeja, Lagos
Job Category Rooms & Guest Services Operations
Brand: Marriott Hotels Resorts
Schedule: Full-Time
Position Type: Non-Management

Position Summary

• Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department to resolve guest call, request, or problem.
• Follow up and ensure that any outstanding requests are resolved.
• Advise guest of any messages received.
• Verify and adjust billing.
• Operate telephone switchboard station.
• Monitor busy or unanswered lines, check back with callers on hold to update status, take messages.
• Activate and deactivate guest room message lights.
• Transfer guests with internet access issues to internet service provider's customer support line.
• Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls.
• Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation.
• Supply guests with directions and property information.
• Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a department role model.
• Follow 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 guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak using clear and professional language; prepare / review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships; support team to reach common goals. Ensure adherence to quality standards.
• Enter and locate information using computers / POS systems.
• Stand, sit, or walk for an extended period of time.
• 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.