Whatever Whenever Agent

4 months ago

Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 24028408

**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
- 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
- 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
- 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.
- 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
- 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

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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