Whatever/Whenever Agent/ Switchboard Agent (Part Time)

  • Company:
    Marriott Hotels
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    5 days ago
  • Category:

W Melbourne is the rebel between the streets, taking its design cues from Australia’s cultural capital and providing the back-lane entrance keys to what’s New/Next in the city. Extending the laneway culture inside, 294 bold rooms and suites peel back the layers and revel in the city’s history. There are five electric and daring bars and restaurants within the hotel, plus over 800 square metres of ultra-modern event space. W Melbourne is set to be the place to see and be seen in.

Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.

We share our guests’ passions, providing insider access to what’s new and what’s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less. W guests soak it in and live each day with a mantra: Detox. Retox. Repeat. If you’re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.

W Melbourne is the rebel between the streets, taking its design cues from Australia’s cultural capital and providing the back-lane entrance keys to what’s New/Next in the city. Extending the laneway culture inside, 294 bold rooms and suites peel back the layers and revel in the city’s history. There are five electric and daring bars and restaurants within the hotel, plus over 800 square metres of ultra-modern event space. W Melbourne is set to be the place to see and be seen in.

WHATEVER/WHENEVER

Friendly, unscripted, real and connected, the Whatever/Whenever service team assist in making any request a reality. Our Whatever/Whenever Talent will know Melbourne like the back of their hand and are focused on going above and beyond to exceed expectations. 

ROLE PURPOSE

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Welcome Ambassador, Style), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. Process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment. Activate voice mail system. Test communications equipment. Update and distribute property telephone directories to Talents. Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Talent Coach.

CAST KEY RESPONSIBILITIES

Education and Experience

  • High school diploma or GED equivalent education
  • 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 HID’s to ensure a clean, safe, and secure environment.
  • Identify and correct unsafe work procedures or conditions and/or report them to management and WHS personnel.
  • Report work related accidents, or other injuries immediately upon occurrence to Talent Coach.
  • Maintain awareness of undesirable persons on property premises.
  • Complete appropriate safety training and certifications to perform work tasks.
  • Ensures CCTV monitored through the shift
  •   Policies and Procedures

  • Protect the privacy and security of guests and talents.
  • Maintain confidentiality of proprietary materials and information.
  • Ensure wardrobe and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Comply with quality assurance expectations and standards.
  • Perform other reasonable job duties as requested by Supervisors.
  • Communications

  • Operate telephone switchboard station and 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 talents using electronic devices (e.g., mobile communication devices, email, and chat).
  • 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.
  • Update and distribute property telephone directories to property talents.
  • Guest Relations/Services

  • Address guests’ service needs in a professional, positive, and timely manner.
  • Assist other talents to ensure proper coverage and prompt guest service.
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, W Service Foundations) 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 Ambassador, Welcome Desk, Style, Engineering) 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 in to operating system to allow for proper tracking and documentation of guest problems and solution.
  • Respond to special requests from guests with unique needs.
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Supply guests 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, in-room safe, hotel services). 
  • VIP/Concierge Services

  • Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
  • Maintain updated resource materials on all vendors and information to accommodate guest requests.
  • Respond to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
  • Reservation/Blocking of Rooms

  • Confirm reservations and cancellations.
  • Take reservations by phone, internet request, or in person.
  • Perform call-arounds of surrounding area properties for occupancy and rate and maintain list of alternative accommodations.
  • Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, WHO’s, early arrivals, guest recognition).
  • Pull rooms from inventory for group blocks and ensure rooming lists are correct and updated in computer systems.
  • Quality Assurance/Quality Improvement

  • Comply with quality assurance expectations and standards.
  •   Reports/Record keeping

  • Log all guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation of guest problems and solution.
  • Maintain history files on all guests.
  • Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
  • Assist departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
  • Maintain and update database containing preferences of repeat and WHO guests.
  • Working with Others

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

  • 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).
  • Mail/Packages/Fax

  • Distribute incoming mail and faxes to guests and talents.
  • Prepare and send faxes to appropriate personnel and guests.
  • Coordinate delivery of packages and/or boxes to the proper meeting room or guest room.
  • Additional Responsibilities

  • Provides information to Talent Coach, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Analyses information and evaluating results to choose the best solution and solve problems.
  • Preparation of WHO’s list for What’s Up
  • Drive GXP/Empower Culture
  • 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.