Guest Experience Dispatch Agent

Marriott San Ramon; San Ramon (CA); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Travel benefits

Discount programs

Job summary

HEI Hotels and Resorts seeks a Front Office Associate at San Ramon with strong guest service and communications skills. You will field guest calls, messages, and emails, ensuring timely follow-up and accurate information delivery.

You will coordinate with security and operations teams and handle wake-up calls and guest inquiries with professionalism. The role emphasizes calm, courteous service during busy times and emergencies, with opportunities to assist across departments like housekeeping

Qualifications

• Must have a High School diploma, GED or equivalent.
• Two (2) years of experience in a similar position with heavy customer interaction.
• Ability to communicate well with guests and other associates.

Responsibilities

• Process external and internal calls, text messages, or emails and direct/assist callers.
• Take ownership of caller requests and follow up per hotel standards.
• Input and retrieve messages from the computer and read messages to guests.
• Receive wake-up calls and ensure timely delivery.
• Act as dispatcher for security, guest services and operations teams.
• Initiate emergency response and document details.

Skills

Customer service

Communication

Phone etiquette

Education

High School diploma or equivalent

Job description

HEI Hotels and Resorts seeks a Front Office Associate at San Ramon with strong guest service and communications skills. You will field guest calls, messages, and emails, ensuring timely follow-up and accurate information delivery.

You will coordinate with security and operations teams and handle wake-up calls and guest inquiries with professionalism. The role emphasizes calm, courteous service during busy times and emergencies, with opportunities to assist across departments like housekeeping