Whatever/Whenever Agent (Telephone Operator)

Marriott Hotels Resorts; Dubai; On-site; AED 40,000 - 60,000; Full time

Job summary

A leading hotel brand in Dubai is seeking a Guest Services Associate to manage guest calls, respond to requests, and maintain high service standards. You'll be pivotal in creating a welcoming environment, ensuring guests receive excellent service throughout their stay.

Qualifications

• High school diploma or G.E.D. equivalent required.
• No related work experience required.
• Unclear seniority level.

Responsibilities

• Answer record logs and process all guest calls, requests, questions, or concerns.
• Monitor busy or unanswered lines and check back with callers on hold.
• Welcome and acknowledge all guests according to company standards.

Education

High school diploma or G.E.D. equivalent

Job 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 functioning. Respond to special requests from guests with unique needs. Contact appropriate individuals or departments as necessary to resolve guest call requests or problems. Follow up with guests to ensure their requests or problems have been addressed 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 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 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. 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.

PREFERRED QUALIFICATIONS

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

Related Work Experience: No related work experience required.

Supervisory Experience: None.

License or Certification: None required.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued, and our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other bases protected by applicable law.

Required Experience:

Unclear seniority level.