Butler Service Desk Agent

Marriott Hotels Resorts; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hotel chain in Abu Dhabi is seeking a Butler Service Desk Agent to provide exemplary service and support to guests. This role involves managing phone inquiries, coordinating requests across various departments, and maintaining high standards in guest relations. The ideal candidate will have at least 1 year of experience within the hospitality industry and possess strong communication and problem-solving skills. Join a prestigious team dedicated to offering exceptional guest experiences.

Qualifications

• Must efficiently handle phone calls and guest inquiries.
• Requires strong interpersonal skills and knowledge of guest services.
• Ability to work collaboratively with various hotel departments.

Responsibilities

• Attend to all phone calls promptly and warmly greet guests.
• Coordinate guest requests and ensure their needs are met.
• Maintain strong communication with other departments, especially Front Office.

Skills

Customer service

Communication skills

Problem-solving

Education

At least 1 year of experience in hospitality

Job description

Start Your Journey With Us

From the very first opening of the St. Regis New York St. Regis has stood as a symbol of uncompromising elegance and bespoke service. As the original house of luxury St. Regis continues to redefine modern luxury through great service. The St. Regis Abu Dhabi merges authentic Arabian hospitality with more than a hundred years of bespoke St. Regis tradition.

Crafted for modern connoisseurs who desire exceptional experiences The St. Regis Abu Dhabi is the social epicenter for royalty discerning travelers and luminaries in the art of living. The hotel comprises of 283 elegantly appointed guest rooms including 55 suites most of which boast breathtaking views of the Arabian Gulf and Abu Dhabi city including the extraordinary Abu Dhabi Suite the highest suspended suite in the world connecting the two Nation Towers.

The St. Regis is part of Marriott International a brand leader offering the most powerful portfolio in the industry our more than 30 leading brands and nearly 9100 properties in 142 countries and territories give people more ways to connect experience and expand their world. At the heart of The St. Regis our exceptional staff whom we address as Hosts are the ultimate luxury ambassadors dedicated to providing our guests with an exquisite stay and unforgettable experiences. Pursue your passion and grow your expertise at Abu Dhabis best addressThe St. Regis Abu Dhabi the house of luxury who is awarded with the prestigious Forbes Travel Guide 5Star Rating.

POSITION PURPOSE

The Butler Service Desk Agent attends promptly and efficiently to all phone calls within 3 rings and is the primary point of contact for all telephone correspondence within the hotel. All phone calls are answered with a warm welcome and answer any guest questions anticipate their wants and needs and resolve guest problems. Ensure guests immediate requirements are catered for. The Butler Services Agent has an awareness of regular guest names and requirements and has a full understanding of core Front Office process.

ESSENTIAL FUNCTIONS

• Has a full knowledge of Marriott Bonvoy Program Hotel occupancy and availability


• Knowledgeable in all room types and attributes (layout size connecting configurations and views)


• Keeping Butlers informed of blocking and unblocking rooms reallocation and room moves when Front Office liaises the changes with the Agents


• Locate arriving inhouse and departed guests by name and room number


• Competent in messaging functionality (creating modifying delivering deleting)


• Answer all phone calls adhere to the standards set forth within the Telephone & Verbiage FOE


• Transfer calls to an appropriate guest or department when requested by callers


• Coordinate guest requests with all relevant department


• Thoroughly conversant with all room types dcor and outlook


• Communication and recording of complaints


• Ensure full liaison with other members of the team


• Strong communication with other areas especially Front Office Butlers and Housekeeping


• Make sure all Starguest profiles are turned to Complete from incomplete lists


• Report maintenance faults and damage to machines furniture and fittings in all area of the hotel to the maintenance department.


• Strong relationship with guests and internal customers


• Prepare Wake Up Call log sheet for the following day and ensure this is handed over to the next shift


• Ensure all Wakeup call requests are logged accurately


• Give wake up calls for guests


• Keep inventory of Butler On Call Items


• GXP Basics (profiles preferences defects reporting) are entered accurately and monitor existing profiles


• Ensure daily shift hand over is completed thoroughly

PREFERRED QUALIFICATIONS

Education: At Least 1 year of experience within the hospitality industry

Marriott International is an equal opportunity believe in hiring a diverse workforce and sustaining an inclusive peoplefirst are committed to nondiscrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.

Required Experience:

Unclear Seniority