Whatever/Whenever Agent - Guest Experience Champion

Hotelprofessionals - W Amsterdam; Amsterdam; On-site; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Staff discounts at Marriott hotels

Personal coaching & training

Career opportunities within Corendon/W

25% discount at Mondi restaurants

2 massages per year

Job summary

Hotelprofessionals - W Amsterdam is seeking a Whatever/Whenever Agent to deliver exceptional hospitality across telephone, email, chat and on-site interactions. You will anticipate guest needs, coordinate with Front Office, Housekeeping and F&B, and ensure personalised guest experiences in a fast-paced, international setting.

You should bring strong English skills, prior guest services experience, and a guest-centric mindset.

Qualifications

• Experience in hospitality or guest services is preferred.
• Excellent verbal and written English.
• Strong communication and interpersonal skills.

Responsibilities

• Answering and processing guest calls, requests, questions and concerns.
• Managing guest communication via telephone, email, chat and mobile devices.
• Operating the hotel switchboard and directing calls to the appropriate departments.
• Processing wake-up calls, conference calls, call forwarding and special telephone requests.
• Accurately recording and relaying messages.
• Logging all guest requests, incidents and service recovery actions in the hotel systems.
• Following up with guests to ensure complete satisfaction.
• Coordinating guest requests with departments such as Front Office, Housekeeping, Engineering, Security and Food & Beverage.
• Providing information regarding hotel facilities, services, amenities and local attractions.
• Assisting guests with internet access and in-room entertainment systems.
• Processing room service orders and answering menu-related questions.
• Handling transactions through the point-of-sale system.
• Responding to special requests and creating personalized guest experiences.
• Anticipating guest needs and exceeding expectations wherever possible.
• Supporting guests with disabilities and ensuring accessible service.
• Maintaining smooth communication with all operational departments.
• Ensuring all communication follows Marriott and W service standards.
• Maintaining confidentiality of guest and company information.
• Following all company policies, safety procedures and security standards.

Skills

Fluency in English

Customer service

Telephone etiquette

Problem solving

Multitasking

Team player

Computer skills

Tools

POS system

Job description

Hotelprofessionals - W Amsterdam is seeking a Whatever/Whenever Agent to deliver exceptional hospitality across telephone, email, chat and on-site interactions. You will anticipate guest needs, coordinate with Front Office, Housekeeping and F&B, and ensure personalised guest experiences in a fast-paced, international setting.

You should bring strong English skills, prior guest services experience, and a guest-centric mindset.