Customer Service Representative

4 days ago

Surfers Paradise, Queensland, Australia Marriott Full time

About the Role

This is a dynamic role that will allow you to develop your skills across an array of customer service, administrative and operational functions. In your new role, you will be performing a variety of duties like helping our guests with queries, problem solving, and ensuring our operations continue to run smoothly. The role often entails face-to-face interactions with customers and the general public.

Critical Responsibilities:

  • Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
  • Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension.
  • Receive, record, and relay messages accurately.
  • Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction.
  • Provide information to guests about room features, property amenities, and local areas of interest.
  • May process room service orders, answer questions on menu selection and record transactions in point-of-sale system.
  • Assist guests with accessing internet and guestroom entertainment.
  • Test beepers and radios to ensure communications equipment works properly.
  • Place requested items such as rollaway beds and refrigerators in guest rooms.
  • Deliver extra towels, bathrobes, and other items to guest rooms.
  • Provide complimentary toiletries to guests, such as toothpaste, razors, and shampoo.
  • Deliver items (e.g., messages, mail, faxes, packages, flowers, sundry items, gift items) to guest rooms.
  • May deliver food, beverage or other amenities and assemble orders to go.
  • Deliver rollaway, cribs, linens, toiletries, and other items requested by guests to guest rooms.

Successful Candidates will have:

  • A genuinely warm and welcoming demeanor.
  • Excellent communication skills.
  • Availability to work weekends.
  • A passion for the industry, a want to be the best in service - and the best in lifestyle.
  • A warm, people-oriented demeanor.
  • A team-first attitude.

The Benefits

Enjoy the benefits of:

  • Unlimited strategic development and career opportunities.
  • Generous accommodation and food and beverage discounts including all properties within the Marriott International group.
  • Recognition programs to keep you motivated.
  • The best hotel training opportunities provided.
  • Wellbeing and mindfulness programs to ensure you stay healthy.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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