Whatever Whenever Agent

3 weeks ago

Dubai, Dubai, United Arab Emirates Marriott International, Inc Full time

Job Number

Job Category Rooms & Guest Services Operations

Location W Dubai - The Palm, West Crescent, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

***Responsible for answering and directing incoming calls from inside and outside the hotel. Delivery and record orders with 100% accuracy. Takes and identifies all guest wishes and handles their requests in a fun and flirty manner following all brand standards. Dispatches hotel staff and tracks their responsiveness and execution. The Whatever/Whenever Agent is a WOW experience engineer and the keeper of the Whatever Whenever service commitment to our guests.

Key Responsibilities:

40% of Time Spent

  • Answers the telephone within three (3) rings with established standard telephone greeting using the guest's name.
  • Takes request with 100% accuracy.
  • Ensures requests are executed correctly and offers an adequate solution to those requests that they are unable to deliver on.
  • Guest's challenges must be escalated to WW Talent Coach.
  • Ensures all communication is logged correctly using the approved Hotel system, for example, all requests, work orders, defects etc are logged into Starguest.
  • Ensures all requests are followed up with the guest.
  • Operates the Let's chat program and follows its guidelines.
20% of Time Spent

  • Ensures requests are executed correctly and offers an adequate solution to complaints within 10 minutes after receiving the guest's call.
  • Ensures all guest complaints are informed to the WW T/C, and ensure correct follow up to ensure guest satisfaction and appropriate recovery.
20% of Time Spent

  • Must be knowledgeable of using communication device properly follow by hotel standard and procedures.
  • Agent also must be knowledgeable of handling job related software such as Opera and StarGuest.
  • Must be knowledgeable about the entire hotel such as all the room facilities, business centre, systems, restaurant outlets, and linked procedures.
  • Should be aware of any WHO guests that are inhouse and that all information pertaining to the shift is passed on by the outgoing shift and the incoming shift.
20% of Time Spent

  • Provides a Whatever Whenever approach to all guest requests such as shoeshine service, shopping for specific items, delivery of requested items to the room, etc.
  • It is not the intent of this role description to cover all aspects of the position but to highlight the most important areas of responsibility

Profile required:

Education

  • College Degree in hotel management or other related field.
Experience

  • Minimum 1 years of work experience in public contact point
Working with others

  • W Look: appear confident, wellgroomed and dressed in a smart casual manner
  • W Personality: warm, welcoming, smiling and pleasant
  • Never say no attitude
  • Exceed customer expectations
  • Communicate with others
  • Demonstrate team spirit and cooperation
  • Act with professionalism & integrity
  • Verbal and listening skills
Taking responsibility

  • Take ownership
  • Learn, develop and adapt to change
  • Work independently
  • Manage Time
  • Attend to detail
  • Take Initiative
Delivering results

  • Commit to quality
  • Follow policies and procedures
  • Follow direction
  • Multitask
  • Be Flexible
Technical / functional competencies

  • High level of IT understanding
  • Ability to use Microsoft package efficiently
  • Understanding of Starwood policies and procedures
  • Basic understanding of international and local labour law
  • In depth knowledge of Social Media channels needed
Other skills (Language)

  • Fluency in English
  • Proficiency in Microsoft Office software: Word and Excel
  • Knowledge of OPERA, PABX, FCS connect

Grooming
All talent members must maintain a neat, clean and well-groomed appearance. Specific W standards are to be met. Styling should be in line with W wardrobe

W Hotels' mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We're here to open doors and open minds. We are constantly inspired by new faces and new experiences.

A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe.

Whatever/Whenever is our culture and service philosophy that brings our guests' passions to life. If you are original, innovative, and always looking towards the future of what's possible, welcome to W Hotels. In joining W Hotels, 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.

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