Call Center Agent

About the role

The Call Center Agent will be the first point of contact for guests calling the hotel. You will handle a wide range of guest inquiries, requests and messages, ensuring a professional and courteous experience that reflects Marriott’s hospitality standards.

Key responsibilities

• Answer, record, log and process all guest calls, including wake‑up calls, screening, do‑not‑disturb, call forwarding and conference calls.
• Operate the telephone switchboard, monitor busy or unanswered lines, and provide status updates to callers on hold.
• Receive, accurately relay and document messages; activate or deactivate guest room message lights as needed.
• Assist guests with internet access, troubleshoot basic connectivity issues and transfer technical problems to the provider’s support line.
• Test communications equipment to ensure proper functionality.
• Coordinate with relevant departments to resolve guest requests or problems and follow up to confirm satisfaction.
• Dispatch bell or valet staff when required and adhere to all company policies, safety procedures and confidentiality standards.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience is required.
• No supervisory experience or specific licenses are needed.

Required skills

• Telephone switchboard operation.
• Basic computer proficiency.
• Experience with POS (point‑of‑sale) systems.
• Fundamental internet troubleshooting skills.
• Ability to activate/deactivate guest room message lights.