Team Leader - Whatever/Whenever 隨時隨需主任

Job description

Purpose of Role

To provide assistance and guidance to all Whatever/Whenever Agents. 

Responsible for assisting Whatever/Whenever Manager with day-to-day operations of the Whatever/Whenever department, coach and help Whatever/Whenever Agent, ensure we exceed customers’ needs and wants. 

To effectively account for Whatever/Whenever related equipment and materials and ensure Whatever/Whenever Talent is adequately equipped and prepared to handle different peak/non-peak periods. 

Help to ensure the delivery of WOW service throughout a guests’ stay.  Provide WOW service to guests throughout all communication channels, such as In Room Dining Orders, Wake Up Call Requests and any other requests the guest may have.

To accurately and efficiently use the PBX, OPERA, MICROS, ALICE, and GXP Guest Request Tracking Systems to improve the scope of Whatever/Whenever services and be able to train these to Talent.

Responsibly Description

-Ensure that W’s Whatever/Whenever service is offered at all times to every guest.  Nothing is too difficult and everything can be done!

-Encourage Whatever/Whenever Agents to participate in delivering WOWs to guests through various times when communicating with them.

-Coach and assist in daily Whatever/Whenever operations, such as answering incoming calls, assisting with outgoing calls, and handling guest requests. 

-Ensure any guest complaint is handled using the ‘W’ LEAST service recovery guidelines.

-Encourage the use of OPERA and GXP Tracking System to monitor guest requests. 

-Encourage the use of SMS system to respond to guest requests.

-Ensure all calls and requests are being handled following W Brand Standards.

-Take control of any unusual situation or request to ensure it is efficiently and appropriately handled; and that the guest is satisfied. 

-Handle any emergency situations calmly and with confidence. Be prepared for these situations at all times. 

-Responsible for the organisation and control of important information, such as group wake up calls, WIP wake up calls and etc.

-Fix minor errors or problems related to the above equipment and software application.

 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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.