To serve as the main contact point for all guest requests and needs, take Room Service orders, record guest requests, answer questions related to hotel services, facilities, local information and to ensure proper, timely and reliable service that meets Marriott’s standards of quality. ESSENTIAL FUNCTIONS: Promptly answer telephone calls speaking English and greeting callers with a positive and clear voice. Listen to ascertain the nature of caller’s request and provide customer information or direct the caller to the appropriate extension. The agent must exhibit courteous hospitality at all times and fully own each guest service issue. The agent must coordinate the response to the guest issue follow up with the guest and proper department to ensure satisfaction with the result. Appropriate all Room Service orders as outlined in the New Hire Guide. Use sales dialogue in selling the Room Service menu, beverage, and wines. Using proper culinary terminology when describing menu items and Gold Standard Brands. Read and use Micros and Room Service Use records. Receive wake up call information, input cautiously into the automated wake-up system, verbally confirm time to guest and record guest’s name and room number under the wake up time requested. Post to PMS any charges on incoming collect calls or any calls not received by the call accounting system. Immediately respond to any emergency calls, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly document pertinent details. Other: Agent must be able to communicate in English thorough knowledge of the hotel products, services, and hours of operations to promote the hotel, restaurant, lounge, and other hotel facilities. In addition, complete knowledge of guestroom product including locations, views, amenities, features and room types. Must be able to give accurate directions and information regarding the immediate and metropolitan Stamford area. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Upon employment, all employees are required to fully comply with Marriott rules and regulations for the safe and efficient of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. SUPPORTIVE FUNCTIONS In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor upon the particular requirements of the hotel. Read and use a moderately complex computer and telephone consoles to direct calls to appropriate extention and input accurate information. Requires sitting in a confined space for long periods of time to continuously perform essential functions. Be responsive to guests’ requests by communicating their needs to appropriate department in a prompt and courteous manner. Have working knowledge of reservations and PMS procedures, Micros functions, cancellation procedures and walk procedures. SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. Ability to effectively deal with employees and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. Considerable ability to listen effectively and speak English clearly on the telephone a inpolite and understandable manner. Ability to access and accurately input information using PMS and the Micros system. Ability to read English too fully comprehends and communicates clearly all guests’ messages. Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other employees. Ability to interact in a professional and courteous manner with outside telephone company