What are the responsibilities and job description for the AYS Supervisor position at J W Marriott?
Role: Support Front Office Management by providing leadership and direction for the At Your Service department. AYS serves as the main point of contact for all guest requests and needs, including answering internal and external calls, dispatching requests and following up to ensure maximum guest satisfaction. Perform job responsibilities satisfactorily and to according to department standards. Adheres to all Company, Safety and Department policies and procedures. Fosters teamwork and provides excellent guest service, anticipates guest needs to exceed guest expectations. Builds brand loyalty by living the JW Marriott Core Values.
SKILLS/QUALIFICATAIONS:
- Must be literate and able to communicate in English.
- Must possess a high school diploma or GED. College or technical training preferred.
- Must have a minimum of six months experience in hotel front office operations.
- Excellent customer service skills and telephone etiquette.
- Must possess basic computer skills to include Word, Excel, Internet and e-mail.
MAJOR JOB DUTIES: Duties include, but are not limited, to the following:
- Supervise AYS agents to ensure prompt resolutions of guest calls and requests.
- Monitor productivity and react to business levels by adjusting staffing and scheduling.
- Coach and counsel AYS associates when required in a timely and professional manner.
- Assist MOD by fielding all called-in guest complaints and attempting to solve the issues and notify.
- Complete AYS schedule on a weekly basis and approve PTO requests and submit to payroll.
- Attend to each call in a courteous and efficient manner, using appropriate telephone etiquette.
- Dispatch/follow up with appropriate personnel to satisfy guest requests and resolve guest issues.
- Handle all emergencies according to established procedures.
- Each associate is expected to carry out, within their capabilities, all reasonable requests by management.
PHYSICAL, ENVIRONMENTAL & OTHER REQUIREMENTS:
The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in a office environment and in other locations throughout the property. Must be tolerant to varying conditions of noise level, temperature, illumination and air quality. The noise level in the work environment is usually moderate. When on the casino floor, the noise level increases to loud. A casino environment typically allows smoking.
- Interacts with management, applicants, fellow Associates and/or guests.
- Ability to verbally communicate effectively with guests and coworkers
- Requires prolonged sitting or standing and mobility.
- Requires bending and reaching.
- Requires transporting, pushing, pulling, and maneuvering items weighing up to 50 lbs.
- Requires lifting items weighing up to 30 lbs.
- Prolonged periods of standing and/or walking
- Requires eye/hand coordination.
- Requires use of standard office equipment.
- Requires basic math.
- Requires the ability to distinguish letters, numbers and symbols.
- Ability to and comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions.
- Exposure to cleaning chemicals
Salary : $30,700 - $38,900
