Guest Experience Expert

Overview

Guest Experience Expert (Call Center Executive) role at W Hotels in Singapore. Full Time, Non-Management position located at W Singapore - Sentosa Cove.

Job details

Job Number:

Job Category: Rooms & Guest Services Operations

Location: W Singapore - Sentosa Cove, 21 Ocean Way, Singapore, Singapore, 98374

Schedule: Full Time

Located Remotely? No

Position Type: Non-Management

• Answer, record, log, and process all guest calls, requests, questions, or concerns.
• Operate telephone switchboard station.
• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Advise guests of any messages received; monitor busy or unanswered lines and follow up with callers on hold to update status or offer to take a message.
• Receive, record, and relay messages accurately, completely, and legibly.
• Activate/deactivate guest room message lights as appropriate.
• Instruct guests on how to access the internet; transfer guests with problems to provider\'s customer support line.
• Test communications equipment to ensure it works properly.
• Respond to special requests from guests with unique needs.
• Contact appropriate individuals or departments to resolve guest calls, requests, or problems.
• Follow up with guests to ensure their requests or problems are met to their satisfaction.
• Dispatch bell staff or valet staff as needed.
• Follow all company policies and procedures; report accidents, injuries, and unsafe conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals.
• Comply with quality assurance expectations and standards.
• Stand, sit, or walk for an extended period of time.
• Enter and locate information using computers and/or POS systems.
• Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None

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.

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.

• Entry level

• Full-time

• Business Development and Sales

• Hospitality

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