Communications Center Agent I - Marriott Virginia Beach Oceanfront

Marriott International - Virginia Beach, VA

Full-time - Entry Level

Virginia Beach, VA

Accommodation

About the position

The Communications Center Agent I at Marriott Virginia Beach Oceanfront serves as the vital link between the hotel and its guests, ensuring that every interaction is courteous, responsive, and reflective of the hotel's commitment to exceptional service. This role requires agents to engage with guests, future guests, and internal departments through phone and chat, demonstrating a genuine interest in their needs and concerns. Agents must be well-versed in the information and systems necessary to provide outstanding guest service, maintaining a gracious tone and appropriate pace during all communications. They are responsible for inputting guest requests into the property database system, which allows management to oversee guest satisfaction effectively. In this position, agents will take customer calls, providing accurate and satisfactory answers to queries while adhering to Gold Key|PHR standards. They will utilize property platforms to look up guest requests, make prompt response calls, and log all communications. When faced with dissatisfied customers, agents are expected to escalate situations appropriately, offering patient assistance and support. Knowledge of the resort complex, including property amenities, outlet themes, menus, and hours, is essential, as is the ability to answer basic questions about the greater Virginia Beach area. Additionally, agents will process credit card authorizations for amenities, perform pre-arrival calls, and review incoming reservation requests to confirm guest profiles. Ensuring guest satisfaction is paramount, which involves taking accurate requests, answering inquiries related to hotel services, placing timely work orders, and completing courtesy call backs. Agents must efficiently navigate the property management system, Mobile Guest Services, and various reservation platforms such as Expedia and Booking.com. They will also update communication logs to verify that requests are completed and satisfied promptly. Throughout their interactions, agents are expected to exemplify gracious, welcoming, and professional behavior to both hotel staff and guests.

Responsibilities

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns while utilizing Gold Key|PHR standards.
• Use property platforms to look up guest requests, make prompt response calls and log communication.
• Escalate situations involving dissatisfied customers, offering patient assistance and support.
• Share knowledge of the resort complex to include property amenities, outlet themes, menus and hours and answers to commonly asked questions.
• Answer basic guest questions regarding the greater Virginia Beach resort area with local concierge knowledge.
• Process credit card authorizations for amenities.
• Perform Pre-arrival calls.
• Review incoming reservation requests to confirm a guest's profile.
• Ensure Guest Satisfaction through best communication practices by taking accurate guest requests, answering all inquiries in connection with hotel services, placing timely work orders and prompt response calls, and completing courtesy call backs.
• Efficiently navigate property management system, Mobile Guest Services, and reservation platforms (Expedia, Booking.com).
• Update communication log to verify requests received are completed and satisfied in a timely manner.
• Be a positive example of gracious, welcoming, and professional behavior to all members of the hotel staff and to hotel guests.

Requirements

• High school diploma or GED.
• Previous multi-line phone operator experience preferred.
• Basic computer knowledge.
• Ability to handle multiple tasks.
• Guest service oriented.
• Pleasant persona and professional speaking voice.
• Desire to learn and be team-oriented.