Job Information
Marriott Whatever/Whenever Agent 隨時隨需接待 in Taipei, Taiwan
Job Number 24117389
Job Category Rooms & Guest Services Operations
Location W Taipei, 10 Zhongxiao East Road Sec. 5, Taipei, Taipei, Taiwan
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
Purpose of Role
Responsible for the facilitating the day-to-day operations of the Whatever/Whenever Department which includes the arrangement of all legal requests received by 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 requests the guest may have.
To accurately and efficiently use the PBX, OPERA, MICROS, Go Concierge, and FCS Guest Request Tracking Systems 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 FCS Tracking System.
Handle minor guest complaints and ensure that LEAST guidelines are followed and complaints are logged in FCS every time.
Organize 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 Go Concierge to contact with guests regarding their requests.
Be proficient and extremely knowledgeable on all In Room Dining (IRD) Menu Options and actively try to upsell to guests when they order IRD.
Be able to accurately and efficiently enter IRD orders into MICROS.
Confidently and accurately use OPERA to take reservations when the hotel reservations department is closed.
Keep an extended outlook on occupancy to see any possible busy periods for the hotel so you are prepared to handle reservations during peak periods.
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.