-Attend to each call in a courteous and efficient manner, using correct telephone etiquette according to the Marriott International standards.-Dispatch appropriate personnel to satisfy guest requests and resolve guest issues.-Maintain a log of all guest requests as well as guest response. Information should include:-Guest name, room number and folio number-Service request issue-Print and distribute report per unit requirements-Maintain and be familiar with a directory of information within the hotel and local area information.-Assist in maintenance of bulletin board, or other visual representation, to note any outstanding issues, supply shortages and weekly requisition, etc.-Maintain a handover log for the next shift, noting any services that are pending to ensure follow up.-Utilizing all available resources, follow up on previous shift requests are pending issues.-Be aware and handle all emergencies according to the hotel policy & procedures.-Be fully conversant with OPERA and MICROS operation systems.-Follow up procedures as outlined in “At Your Service” handbook, as well other appropriate unit and company policies and procedures.-Take orders for room service and be fully aware of all outlet menus.-Each associate is expected to carry out, within their capabilities, all reasonable requests by management.
