Guest Experience Agent - The Abu Dhabi EDITION

Marriott Hotels Resorts; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading hotel chain in Abu Dhabi is seeking a dedicated individual to process guest calls and requests. The successful candidate will handle a variety of inquiries, ensuring excellent guest service while following established company policies. No prior experience is required beyond a high school diploma, making this an ideal opportunity for entry-level applicants looking to start a career in hospitality. The role involves clear communication and the ability to develop positive relationships with guests and team members.

Qualifications

• No related work experience required.
• No supervisory experience required.
• No specific license or certification needed.

Responsibilities

• Answer and process all guest calls and requests.
• Monitor busy lines and follow up with guests.
• Maintain confidentiality of proprietary information.

Education

High school diploma or G.E.D. equivalent

Job description

Description

Position Summary

Answer record log and process all guest calls requests questions or concerns. Operate telephone switchboard station. Process guest requests for wakeup calls screening calls do not disturb call forwarding conference calls TDD relay calls and nonregistered guest calls. Advise guest 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 it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department as necessary to resolve guest call request or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Dispatch bell staff or valet staff as needed.

Follow all company policies and procedures; report accidents injuries and unsafe work conditions to 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. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand sit or walk for an extended period of time. 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 job duties as requested by Supervisors.

Marriott International is an equal opportunity employer. Marriott International is committed to hiring a diverse workforce, sustaining an inclusive people-first environment and to nondiscrimination on any protected basis such as disability and veteran status or any other basis covered under applicable law.

Preferred Qualifications

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

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

Required Experience

Unclear Seniority