At Your Service Agent (AYS)

Role Overview

At Your Service Agent (AYS) at Marriott, located at the property level, handles all guest communication and service requests through multiple channels while operating the telephone switchboard and processing guest transactions.

Role Purpose

The At Your Service Agent serves as the primary point of contact for guest requests, questions, and concerns, managing communications across telephone, email, chat, and mobile devices while ensuring requests are resolved to guest satisfaction.

Key Responsibilities

Guest Communication & Request Management

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
• Receive, record, and relay messages accurately.
• Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
• Provide information to guests about room features, property amenities, and local areas of interest.

Switchboard & Call Operations

• Operate telephone switchboard.
• Process guest requests for wake-up calls.
• Connect and direct calls to the appropriate extension.

Request Fulfillment & Follow-up

• Log all guest requests or issues into computer.
• Contact appropriate individual or department, such as Bellperson or Housekeeping.
• Follow up with guest to ensure their request has been resolved to their satisfaction.

Room Service & Guest Support

• 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.

Service Standards & Professionalism

• Follow all company policies and procedures.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Welcome and acknowledge all guests according to company standards.
• Anticipate and address guests' service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.
• Develop and maintain positive working relationships with others.
• Support team to reach common goals.
• Comply with quality assurance expectations and standards.

General Duties

• Read and visually verify information in a variety of formats.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications & Experience

• High school diploma or G.E.D. equivalent preferred.
• No related work experience required.
• No supervisory experience required.
• No license or certification required.

Skills & Competencies

• Ability to stand, sit, or walk for an extended period of time or for an entire work shift.
• Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Additional Information

Marriott International is an equal opportunity employer committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. The company actively fosters an environment where the unique backgrounds and experiences of associates are valued and celebrated.