Destination Services Operations Agent

POSITION SUMMARY

Destination Services Operations Agent

This employee will have the ability to manage and oversee the operations of group activities, recreation, food and beverage and transportation needs.  Ability to interact with guests, providing beyond exceptional experiences for our guest, providing full assistance in executing and planning activities. Have positive attitude and in a timely manner with the highest level of professionalism. Consolidate payment through posting in hotel’s systems (Opera, CITY, eDestin), preparing and explaining the bill. Answer guest questions about on and off-property facilities/services (e.g., hours of operation, maximum and minimum capacities, rates and room types, packages, promotions, entertainment, restaurants, special events). Responding to a wide variety of guest requests by accurately assessing the guest’s needs and then adding personal recommendations and touches to achieve maximum customer satisfaction, while complying with all hotels policies. Perform other reasonable job duties as requested by Supervisors.

Some daily tasks and competencies: 

• Review daily arrivals to ensure proper handling of, guests, groups, etc.
• Seamless communication between the Destination Services Department and other hotel operations departments
• Must be 25 years or older and have a valid Driver’s License 
• Set up all equipment prior to groups arrival
• Schedule and orchestrate external vendors ensuring clear communication to all parties.
• Participate in phone meetings on the various programs 
• Work closely with Sales and MSE departments of the hotel to support and achieve common goals;
• Enter, maintain and update information in computer systems (eDestin Delphi, Opera); keep track of reservations. 
• Be comfortable in a fast-paced environment;
• Able to lift up to 30lbs
• Flexible with schedule (early morning, late evening hours)
• Strong computer skills, including a working knowledge of MS Word, Excel, Publisher and Power Point, Adobe, Lotus Notes, CITY and Opera;

Facilitate all tours, events, and activities offered to individuals or a group. Coordinate all aspects of tours, events, and activities provided. Perform all contacted activities in a cordial, efficient and professional manner. Arrange transportation (e.g., taxicab, shuttle bus) for guests/visitors. Gather, summarize, and provide guests with information about the property and the surrounding area amenities. Conduct tours of local areas. Establish and maintain relationships with outside vendors. Receive, record, and relay messages accurately, completely, and legibly. Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem and follow up with guests to ensure the issue is resolved. Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.

Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. 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. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Read and visually verify information in a variety of formats; move through narrow, confined, or elevated spaces. Move, lift, carry, push, pull, and place objects weighing less than or equal to 30 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: Associate’s Degree Associate's degree from accredited university or college.

Related Work Experience: Less than 1 year related work experience.

Supervisory Experience: No supervisory experience.

REQUIRED QUALIFICATIONS

License or Certification: Valid Driver’s License

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.