Supervisor - At Your Service at Marriott International, Inc.

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

Overview

• Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
• Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
• JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

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.