:Job Number 24092275
Job Category Rooms & Guest Services Operations
Location W Dubai - The Palm, West Crescent, Dubai, United Arab Emirates, United Arab Emirates
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-ManagementPOSITION SUMMARYResponsible 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

GroomingAll 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 wardrobeW 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.

Marriott