Job Title Customer Service
Category Customer Service Representatives
Job Number 21005261
Job Category Rooms & Guest Services Operations
Location Fairfield by Marriott Chennai OMR, No.169 Rajiv Gandhi Salai Old Mahabalipuram Road, Chennai, Tamil Nadu, India VIEW ON MAP
Brand Fairfield Inn & Suites
Position Type Management
Fairfield Inn & Suites by Marriott allows guests to travel with confidence by giving them just what they need at an exceptional value. As a member of our team you'll deliver outstanding service so travel is easy, comfortable and productive for our guests. Find Your Worldâ¢ at Fairfield Inn & Suites by Marriott.
Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.
Education and Experience
â¢ High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
â¢ 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
CORE WORK ACTIVITIES
Supporting Management of Front Desk Team
â¢ Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
â¢ Encourages and building mutual trust, respect, and cooperation among team members.
â¢ Serves as a role model to demonstrate appropriate behaviors.
â¢ Supports all day-to-day operations.
â¢ Understands employee positions well enough to perform duties in employees' absence.
â¢ Coaches, counsels and encourages employees.
â¢ Handles employee questions and concerns.
â¢ Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
â¢ Guides daily Front Desk shift operations.
â¢ Communicates performance expectations to employees in accordance with job descriptions for each position.
Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals
â¢ Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
â¢ Develops specific goals and plans to prioritize, organize, and accomplish your work.
â¢ Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
â¢ Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
â¢ Strives to improve service performance.
â¢ Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
â¢ Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
â¢ Supervises same day selling procedures to maximize room revenue and property occupancy.
â¢ Understands the impact of Front Desk operations on the overall property financial goals and objectives.
Ensuring Exceptional Customer Service
â¢ Provides services that are above and beyond for customer satisfaction and retention.
â¢ Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
â¢ Sets a positive example for guest relations.
â¢ Empowers employees to provide excellent customer service within guidelines.
â¢ Handles guest problems and complaints seeking assistance from supervisor as necessary.
â¢ Interacts with guests to obtain feedback on product quality and service levels.
Managing Projects and Policies
â¢ Implementing the customer recognition/service program, communicating and ensuring the process.
â¢ Assists in the review of comment cards and guest satisfaction results with employees.
â¢ Ensures employees have the proper supplies and uniforms.
â¢ Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
Supporting Handling of Human Resource Activities
â¢ Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
â¢ Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
â¢ Provides feedback to individuals based on observation of service behaviors.
â¢ Participates in an ongoing employee recognition program.
â¢ Conducts training when appropriate.
â¢ Participates in the employee performance appraisal process.
â¢ Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
â¢ Analyzes information and evaluating results to choose the best solution and solve problems.
â¢ Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
â¢ Performs all duties at the Front Desk as necessary.
â¢ Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
â¢ Complies with loss prevention policies and procedures.Marriott International is an equal opportunity employer.Â We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.Â We are committed to non-discrimination onÂ anyÂ protectedÂ basis, such as disability and veteran status, or any other basis covered under applicable law.