Purpose of Role
- Responsible for facilitating the daily operations of the Whatever/Whenever Department which includes the arrangement of all legal requests received from guests to tie in with W’s Whatever / Whenever Promise, all with the excited and enthusiastic tone of W Talent.
- Providing WOW service to guests throughout all communication channels with In Room Dining Orders, Wake Up Call Requests and any other request guests may have.
- To accurately and efficiently use the PBX, OPERA, MICROS, ALICE, and GXP to improve the scope of services that Whatever/Whenever can offer.
Responsibly Description
- Ensure that Whatever/Whenever 'W' service is being offered at all times to every guest. Nothing is too difficult and everything can be done!
- Seek out and research possible Whatever/Whenever request solutions.
- Frequently answer incoming and assist with outgoing calls, efficiently and confidently using the PBX system.
- Follow Telephone Manners that are On Brand and accurately transfer any incoming calls.
- Log guest preferences/requests/complaints using the OPERA and GXP Tracking System.
- Handle minor guest complaints and ensure that LEAST guidelines are followed and complaints are logged in OPERA and GXP every time.
- Organise guest Wake Up calls, delivery requests and any other requests.
- Be prepared for any emergency situations that may arise including bomb threats and if an emergency situation occurs, remain calm and handle it following W Taipei HIDs.
- Be able to operate ALICE to contact with guests regarding their requests.
- Follow all company policies and procedures.
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 celebrated. 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 basis protected by applicable law.
Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of approximately 9,000 properties across more than 30 leading brands in 141 countries and territories.
Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate.
Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains. Please find more information about Marriott International’s job application process and approved email address domains here: http://www.careers.marriott.com/tips-for-applying/
