Marriott Jobs

Additional Information EU Nationality or work permit for the Czech Republic needed

Job Number 24042586

Job Category Rooms & Guest Services Operations

Location W Prague, Vaclavske namesti 826/25 Praha 1, Prague, Czech Republic, Czech Republic

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.

Our target consumer is The Connector. Our guests are curious, charismatic, free-spirited, and magnetic. They are the spark that makes it happen. The ones who never stop exploring, pulled to the energy of people and places. True to themselves and open to everything. They make the world their own. They bring the crowd together.

W Prague will feature 161 rooms and suites, a rooftop bar and an outdoor terrace, the perfect location for style-savvy locals and guests to enjoy sweeping cityscape views and a fabulous cocktail and culinary experience. The hotel will feature the W Lounge, the brand’s spin on the hotel lobby, along with several restaurants and bars and some ultra-modern event space. In addition, guests are invited to experience the indoor WET pool deck, FIT fitness center and AWAY Spa. Throughout the hotel, the brand’s unique Whatever/Whenever service is always available, delivering whatever they want, whenever they want it.

W is a destination, more than a hotel. An iconic lifestyle brand, offering guests unprecedented insider access to a world of “Wow” through contemporary cool design, fashion, nightlife, celebrities, and entertainment.

JOB SUMMARY

The Whatever Whenever agent is responsible for delivering exceptional communication services between the guests and property and within all departments. Includes professionally handling incoming calls, providing accurate information, and efficiently directing calls to the appropriate departments. The Whatever Whenever serves as the initial point of contact for guests, ensuring a positive first impression over the phone and via emails. Strong communication skills, a courteous demeanor, managing inquiries effectively contribute to maintaining the properties commitment to outstanding service and guest satisfaction.

CORE WORK ACTIVITIES

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

• Maintain awareness of undesirable persons on property premises.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and information.

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

• Comply with quality assurance expectations and standards.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.

• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

• Answer, record, and process all guest calls, requests, questions, or concerns.

• Receive, record, and relay messages accurately, completely, and legibly.

• Contact appropriate individual or department (e.g., Welcome Ambassadors, Welcome Desk, Style, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

• Process room service orders, answer questions on menu selection; record transactions in point-of-sale system, process payment and run cashier reports at end of shift.

• Accept and record wake-up call requests and deliver to appropriate department.

• Log all guest requests, incidents, and adjustments customer relationship management (CRM) system to allow for proper tracking and documentation of guest problems and solution.

• Respond to special requests from guests/residents with unique needs.

• Follow up with guests to ensure their requests or problems have been met to their satisfaction.

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

• Identify and explain hotel features to guests (e.g., use of room key, ice and vending areas, in-room safe, hotel services).

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

• Speak to guests and co-workers using clear, appropriate and professional language.

• Exchange business related information with other employees using electronic devices (e.g., mobile communication devices, email, and chat).

• Operate telephone switchboard station in order to answer telephone calls.

• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.

• Instruct guests on how to access the internet and guest room entertainment features (e.g., streaming video).

• Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.

• Test communications equipment and ensure it is working properly.

• Follow up with guest regarding satisfaction with guest-related issues.

• Respond to special requests from guests/residents with unique needs.

• Oversee all the guest communication channels (e.g., Guest Voice, GXP, etc.).

Working with Others

• Develop and maintain positive and productive working relationships with other talents and departments.

• Support all co-workers and treat them with dignity and respect.

• Handle sensitive issues with talents and/or guests with tact, respect, diplomacy, and confidentiality.

• Assist other talents to ensure proper coverage and prompt guest service.

Physical Tasks

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

• Enter and locate work-related information using computers and/or point of sale systems.

• Stand, sit, or walk for an extended period of time or for an entire work shift.

• Read and visually verify information in a variety of formats (e.g., small print).

CANDIDATE PROFILE

• High school diploma/G.E.D. equivalent

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

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.