Whatever Whenever Agent

Job description

W Rome is casting for a Guest Services Agent, in W Hotels a Whatever/Whenever Agent! 

Reporting to the Welcome Desk Manager, the Whatever/Whenever Agent is responsible for ensuring an authentic W experience to each and every guest by following our service promise “Whatever you want, whenever you want”.

About us

 

W Rome redefines the luxury hotel scene of the Eternal City through its informal yet impeccable Whatever/Whenever service and trademark high energy. It is the perfect match for the duality of the Italian, between reverence for tradition and defiance of expectations, a magnetic social hub shedding light on the future of the Eternal City.

 

The impact you’ll make 

 

First impressions are everything. And you’ll set the tone for every guest’s stay. With a genuinely warm welcome, you’ll be ready with answers to any questions and happy to offer information about hotel services, facilities, and the local area. Anything to help make their visit that bit more special. And, creating the smoothest check-out experience, you’ll make sure they leave us happy too. 

 

What we offer

·  Join the dream team of the first W Hotel in Italy
·  Professional career progression at international level in Marriott International
·  Learning and development opportunities online, on the job and in class
·  Discounts on hotel rooms, gift shop items, food and beverage
·  Disruptive management & motivated and engaging Talents
·  Charity events, Wellbeing activities through the TakeCare program
·  Canteen service and uniform

 

What you’ll do 

 

·  Handle all internal and external phone calls, guest and Talent calls alike, log all calls in Empower/GXP, and act as a dispatch to facilitate guest requests, including wake up calls, in room dining, housekeeping and maintenance,
·  Contact guests prior to arrival to assist with booking itineraries, restaurants, promotions and room packages
·  Execute availability check, reservations, room moves, profile information, special requests and Marriott Bonvoy information
·  Maintain accuracy of guest profiles in GXP
·  Assign appropriate amenities to guests prior to arrival and deliver such amenities on arrival day.
·  Be creative in personalizing rooms decorations according to special occasion. 
·  Communicate VIP arrivals to designated personnel for escort and delivery of amenities
·  Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. 
·  Gather, summarize, and provide local area knowledge to inform guests about the property and the surrounding area amenities, including special events and local activities. 
·  Serve welcome beverages if needed and provide escort to guest room or another desired area of the hotel after their check-in at the Front Desk. 
·  Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry. 
·  At occasions may assists in processing guest check-ins, check-outs, room assignments, and room change/late check-out requests. Coordinate with Housekeeping to track room status and guest concerns.

 

What we’re looking for

 

·  Great storytelling skills in English and at least intermediate Italian (both writing and speaking)
·  Previous Front Office experience of at least one year 
·  Guest relations work experience and PMS, GXP knowledge are required
·  Creativity, presentation skills, positive demeanor
·  A warm, people-oriented demeanor and a team-first attitude 
·  Positive outlook and outgoing personality
·  Flexibility, problem-solving skills and multi-tasking ability   
·  Stress tolerance, integrity and dependability
·  The ability to stand, sit or walk for extended periods of time across a work shift

 

Explore our very big world

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. And you’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family. 

You’re welcomed here

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued. 

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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.