Whatever/Whenever Agent - W Prague

Job description

JOB SUMMARY

The Whatever Whenever agent is responsible for delivering exceptional communication services between the guests and property and within all departments. Includes professionally handling incoming calls, providing accurate information, and efficiently directing calls to the appropriate departments. The Whatever Whenever serves as the initial point of contact for guests, ensuring a positive first impression over the phone and via emails. Strong communication skills, a courteous demeanor, managing inquiries effectively contribute to maintaining the properties commitment to outstanding service and guest satisfaction.

CORE WORK ACTIVITIES

Safety and Security

·  Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
·  Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
·  Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
·  Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
·  Maintain awareness of undesirable persons on property premises.

Guest Relations

·  Address guests' service needs in a professional, positive, and timely manner.
·  Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
·  Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
·  Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
·  Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
·  Answer, record, and process all guest calls, requests, questions, or concerns.

Communication

·  Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
·  Speak to guests and co-workers using clear, appropriate and professional language.
·  Exchange business related information with other employees using electronic devices (e.g., mobile communication devices, email, and chat).
·  Operate telephone switchboard station in order to answer telephone calls.

 

CANDIDATE PROFILE

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: Less than 1 year related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

 

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.