Marriott Jobs

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

Job Number 24053353

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

As a Whatever/ Whenever supervisor in a W Prague, the responsibility is to oversee the operations of the hotel's communication center, ensuring efficient and effective handling of incoming and outgoing calls. Your duties include supervising a team, and providing training, guidance, and support to ensure excellent customer service standards are maintained. You will monitor call volume and performance metrics, implement procedures to optimize efficiency and guest satisfaction and handle escalated or complex customer inquiries or complaints. Additionally, you will coordinate with other hotel departments to relay messages, assist with guest requests, and ensure smooth communication flow throughout the property. Administrative tasks such as scheduling, reporting, and inventory management may also be part of your responsibilities. Your goal is to lead your team to deliver prompt, courteous, and accurate service to guests, contributing to a positive overall guest experience and the hotel's reputation for exceptional hospitality. Strong leadership, communication, problem-solving, and customer service skills are essential for success in this role.

CORE WORK ACTIVITIES

Safety and Security

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

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

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

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

Policies and Procedures

• Protect the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and information.

• Follow company and department policies and procedures.

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

• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

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

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) 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.

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

• Thank guests with genuine appreciation and provide a fond farewell.

• 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).

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

Communication

• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

• 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.

• Provide assistance to coworkers, ensuring they understand their tasks.

• Talk with and listen to other employees to effectively exchange information.

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Assists Management

• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.

• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

• Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).

• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).

• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).

• Collaborate with management to formally recognize hourly employees' performance contributions.

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.

Working with Others

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

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

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

• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Monitor the performance of others to ensure adherence to quality expectations and standards.

• Comply with quality assurance expectations and standards.

Physical Tasks

• 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.

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

Check-in/Check-out

• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.

• Verify and adjust billing for guests.

• Accommodate requests for room changes when possible.

Communications

• 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.

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

• Transfer guests with internet access issues to the internet service provider's customer support line.

• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).

• Activate and deactivate guest room message lights as appropriate.

• Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls.

Reports/Recordkeeping

• Log all guest requests, incidents, adjustments, and comment cards into computer to allow for proper tracking and documentation of guest problems and solution.

• Review shift logs/daily memo books and document pertinent information in logbooks.

Greet/Escort Guests

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

Guest Services

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

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

• Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.

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

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

• Deliver wake-up calls for guests at requested time.

Whenever/ Whatever/Delighted to Serve

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

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.