Airport representativeSheraton

Posting Date Dec 03, 2021
Job Number 21143180
Job Category Rooms & Guest Services Operations
Location Sheraton Cebu Mactan Resort, Mactan, Cebu, Philippines, Philippines
Brand Sheraton Hotels & Resorts
Schedule Full-Time
Relocation? N
Position Type Non-Management
Located Remotely? N
When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experiences, we encourage you to explore your next career opportunity with Sheraton.
POSITION SUMMARY
Answer all incoming phone calls and email from Guests and employees to assist with questions, inquiries, reservations, and confirmations. Explain all services and quotes pricing with a thorough knowledge of the surrounding area, all attractions, restaurants, and airports and the Transportation operations and capabilities including pricing. Input all transportation reservations into the reservation software verifying all information and presents guests with an accurate account balance at time of departure. Research incomplete and inaccurate reservation request information, and contact guests and employees to find the correct and complete information necessary to providing for the transportation needs. Give prompt and individual attention to guest problems to include researching guest charge disputes and resolves billing issues. Maintain and balance house bank while administering cash and charge transactions, posting charges and filing back up
Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; verify 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; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested.
CRITICAL TASKS
Transportation Services
Answer all incoming phone calls and email from Guests and employees to assist with questions, inquiries, reservations, and confirmations.
Explain all services and quotes pricing with a thorough knowledge of the surrounding area, all attractions, restaurants, and airports and the Transportation operations and capabilities including pricing.
Input all transportation reservations into the reservation software verifying all information and presents guests with an accurate account balance at time of departure.
Research incomplete and inaccurate reservation request information, and contact guests and employees to find the correct and complete information necessary to providing for the transportation needs.
Give prompt and individual attention to guest problems to include researching guest charge disputes and resolves billing issues.
Maintain and balance house bank while administering cash and charge transactions, posting charges and filing back up related to guest accounts and employee billing.
Guest Relations
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN) to resolve issues, delight, and build trust.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Address guests' service needs in a professional, positive, and timely manner.
Verify guests in conversation regarding their stay, property services, and area attractions/offerings.
Thank guests with genuine appreciation and provide a fond farewell.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Assist other employees to ensure proper coverage and prompt guest service.
Greet/Escort Guests
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Communication
Speak to guests and co-workers using clear, appropriate and professional language.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Talk with and listen to other employees to effectively exchange information.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
Provide assistance to coworkers, verifying they understand their tasks.
Working with Others
Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
Physical Tasks
Stand, sit, or walk for an extended period of time or for an entire work shift.
Read and visually verify information in a variety of formats (e.g., small print).
Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
Safety and Security
Follow company and department safety and security policies and procedures to promote a clean, safe, and secure environment.
Maintain awareness of undesirable persons on property premises.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Complete appropriate safety training and certifications to perform work tasks.
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Follow company and department policies and procedures.
Maintain confidentiality of proprietary materials and information.
Verify uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested.
CRITICAL COMPETENCIES
Analytical Skills
Decision-Making
Learning
Interpersonal Skills
Customer Service Orientation
Team Work
Diversity Relations
Interpersonal Skills
Communications
English Language Proficiency
Communication
Telephone Etiquette Skills
Listening
Applied Reading
Writing
Personal Attributes
Integrity
Positive Demeanor
Dependability
Presentation
Adaptability/Flexibility
Initiative
Organization
Multi-Tasking
Detail Orientation
Time Management
Licenses and Certifications
Valid Driver's License
PREFERRED QUALIFICATIONS
Education
High school diploma/G.E.D. equivalent
Related Work Experience
1 year related work experience is required
Supervisory Experience
No supervisory experience is required
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Sheraton

Cebu
Permanent
Full-time