Guest Experience Agent / Telephone Operator

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

Job summary

A leading hotel chain is seeking a Guest Services Associate to manage guest communications and requests. The role involves operating the telephone switchboard, assisting guests with inquiries, and ensuring a high level of service. Candidates should have a high school diploma and a friendly disposition.

Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: None required.
• Supervisory Experience: None required.

Responsibilities

• Answer guest calls and requests, process messages.
• Operate telephone switchboard and assist with internet access.
• Follow company policies and maintain professional appearance.

Education

High school diploma or G.E.D. equivalent

Job description

Description

POSITION SUMMARY

Answer record logs and process all guest calls, requests, questions, or concerns. Operate the telephone switchboard station. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Advise guests of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to providers' customer support line. Test communications equipment to ensure proper operation. Respond to special requests from guests with unique needs. Contact appropriate personnel or departments to resolve guest call requests or problems. Follow up with guests to ensure their requests or problems have been addressed satisfactorily. Dispatch bell staff or valet staff as needed.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to the manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Communicate clearly and professionally; answer telephones using proper etiquette. Develop and maintain positive working relationships; support team efforts to reach shared goals. Comply with quality assurance standards. Stand, sit, or walk for extended periods. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable duties as requested by supervisors.

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: None required.
• Supervisory Experience: None required.
• License or Certification: None.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all, and providing access to opportunities. We foster an environment where the diverse backgrounds of our associates are valued. Our strength lies in the rich blend of culture, talent, and experiences of our team members. We are committed to nondiscrimination on any protected basis, including disability, veteran status, or other grounds protected by law.

Required Experience:

Unclear seniority level.