Description
We are seeking an At Your Service Agent to join our team at JW Marriott in Hong Kong.
As an At Your Service Agent, you will be responsible for answering, recording, and processing guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. You will operate the telephone switchboard, process guest requests for wake-up calls, and connect and direct calls to the appropriate extension. Additionally, you will receive, record, and relay messages accurately, log all guest requests or issues into the computer, contact the appropriate individual or department, and follow up with guests to ensure their requests have been resolved to their satisfaction.
You will also provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection, and record transactions in the point-of-sale system. Assist guests with accessing the internet and guestroom entertainment.
You will be expected to follow all company policies and procedures, ensure your uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. You will welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Responsibilities
- Answer, record, and process guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices
- Operate telephone switchboard, process guest requests for wake-up calls, and connect and direct calls to the appropriate extension
- Receive, record, and relay messages accurately
- Log all guest requests or issues into computer, contact appropriate individual or department, 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
Requirements
- High school diploma or G.E.D. equivalent
What We Offer
- Competitive salary
- Opportunity to work with a global hospitality company
- Training and development programs
- Recognition and rewards for outstanding performance