Whatever Whenever Agent

6 months ago

Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 24092275

**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, well-groomed 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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