Whatever/Whenever Agent 隨時隨需接待

Job description

POSITION SUMMARY

【 Purpose of Role 】

Responsible for the facilitating the day-to-day operations of the Whatever/Whenever Department which includes the arrangement of all legal requests received by guests to tie in with W’s Whatever / Whenever Promise, all with the excited and enthusiastic tone of W Talent.

Providing WOW service to guests throughout all communication channels with 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 to improve the scope of services that Whatever/Whenever can offer.

 

【 Cast Key Responsibilities 】

1Ensure that Whatever/Whenever 'W' service is being offered at all times to every guest. Nothing is too difficult and everything can be done!

2Seek out and research possible Whatever/Whenever request solutions. 

3Frequently answer incoming and assist with outgoing calls, efficiently and confidently using the PBX system. 

4Follow Telephone Manners that are On Brand and accurately transfer any incoming calls.

5Log guest preferences/requests/complaints using the OPERA and GXP Tracking System.

6Handle minor guest complaints and ensure that LEAST guidelines are followed and complaints are logged in OPERA and GXP every time. 

7Organise guest Wake Up calls, delivery requests and any other requests.

8Be prepared for any emergency situations that may arise including bomb threats and if an emergency situation occurs, remain calm and handle it following W Taipei HIDs. 

9Be able to operate ALICE to contact with guests regarding their requests.

 

 

 

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.