Hozpitality - Airport Representative

Additional Information Airport Representative
Job Number ********
Job Category Rooms & Guest Services Operations
Location The Ritz-Carlton Langkawi, PT 313 Jalan Pantai Kok, Langkawi, Kedah, Malaysia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management 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. As an Airport Representative you are responsible to meet and provide assistance to Hotel guests upon arrival and departure at the airport and generate additional room business at every given opportunity whereby your role will include key responsibilities.


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.


TASKS


Airport Services
Coordinate and assist transportation requirements of guest Treat all clients and colleagues in a polite and courteous manner at all times Give complete cooperation to any client or colleague requiring assistance in a prompt, caring and helpful manner Ensure that all hotel guests are met and assisted at the airport on arrival and departure in order to provide a personalized service Ensure a paging board is displayed to identify the guests arriving at the airport Ensure that you are having the daily arrival and departure report in order to monitor guest movement Build and maintain a good relationship with the Immigration Authorities and Airline Personnel at the airport Be aware of the local driving regulations and abide by them Liaise closely with the Guest Relations Officer and Chief Concierge in order to coordinate guest transportation.
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, PLEASED, Guest Response, LEAP, MYSTIQUE) 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.


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.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world's top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.


Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the "Gold Standards" of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.