August 27, 2016


Lincolnshire Marriott Resort - Lincolnshire, IL

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Job Description

LINCOLNSHIRE, ILLINOIS JOB DESCRIPTION -------------------------------------------------------------------------------------------------------------------------------------------- JOB TITLE: AT YOUR SERVICE (AYS) OPERATOR DEPARTMENT: FRONT OFFICE REPORTS TO: FRONT DESK MANAGER --------------------------------------------------------------------------------------------------------------------- PURPOSE AND PERFORMANCE GOALS Answers and transfers incoming telephone calls in a timely, pleasant and courteous manner. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone inquires regarding reservations, hotel information and guest concerns. ESSENTIAL DUTIES AND RESPONSIBILITIES Operates switchboard to relay incoming, outgoing, and interoffice calls by performing the following duties. Essential duties and responsibilities include the following (other duties may be assigned): Uses private branch exchange (AYS) switchboard to connect interoffice and house calls. Is completely familiar with all emergency procedures and the fire system Answers, screens, and routes outside and in-house calls. Supplies information to callers and records messages. Keeps record of guests requests by using the guest-ware program and ensures requests are completed. Completes work orders for the engineering department. Performs clerical duties such as filing, stuffing envelopes, etc. Operates radio system to relay in-house messages and information. Updates telephone directory in telephone computer system. Inputs wake up calls. Use proper procedures for transferring of phone calls. Take room service orders using the MICROS system. Places welcome calls to guests. Ensure immediate and prompt guest attention to all guest concerns and complaints. Understands and can react to emergency situations and procedures. Utilizes AYS and front office computer system. Uses communication log to pass on important information. Serves as backup guest service agent, so must be able to perform all of those duties