Butler Service Desk Agent

Marriott Hotels Resorts; Abu Dhabi; On-site; AED 30,000 - 60,000; Full time

Job summary

Join a prestigious hotel as a Butler Service Desk Agent, where you will be the first point of contact for guests. This role requires a warm welcome, prompt responses to inquiries, and a keen understanding of guest needs. You will ensure seamless communication between departments and provide exceptional service to enhance guest experiences. This position offers a unique opportunity to work in a luxurious environment, where your contributions will directly impact guest satisfaction and the hotel's reputation. If you are passionate about hospitality and dedicated to excellence, this role is perfect for you.

Qualifications

• 1+ years of experience in the hospitality industry required.
• Strong communication and customer service skills are essential.

Responsibilities

• Attend to phone calls promptly and efficiently.
• Coordinate guest requests with relevant departments.
• Maintain strong relationships with guests and internal customers.

Skills

Customer Service

Communication Skills

Problem Solving

Knowledge of Hotel Operations

Education

Experience in Hospitality Industry

Job description

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 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 Dhabi's best address, The St. Regis Abu Dhabi, the house of luxury awarded with the prestigious Forbes Travel Guide 5-Star 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 the agent answers any guest questions, anticipates their wants and needs, and resolves 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 processes.

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, in-house, and departed guests by name and room number.
• Competent in messaging functionality (creating, modifying, delivering, deleting).
• Answer all phone calls and 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 departments.
• Thoroughly conversant with all room types, décor, 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 areas 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 handover is completed thoroughly.

PREFERRED QUALIFICATIONS

Education: At least 1 year of experience within the hospitality industry.

Required Experience: Unclear Seniority

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 nondiscrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.