At Your Service (AYS) Agent
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Key skills for this role
About the Role
JW Marriott in Doha is hiring an At Your Service Agent to handle guest requests via phone, email, and chat, operate the switchboard, and ensure guest satisfaction. No prior experience required; high school diploma or equivalent needed.
Key Skills for This Role
Responsibilities
- Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices
- Operate telephone switchboard, process wake up calls, and connect/direct calls to appropriate extensions
- Log all guest requests or issues into computer and follow up to ensure resolution
- Provide information to guests about room features, property amenities, and local areas of interest
- Process room service orders and answer questions on menu selection
- Assist guests with accessing internet and guestroom entertainment
Requirements
- High school diploma or G.E.D. equivalent
- No related work experience required
- No supervisory experience required
- Ability to stand, sit, or walk for extended periods
- Ability to lift, carry, push, pull objects weighing up to 10 pounds
Full Job Posting
POSITION SUMMARY
- 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, 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.
- May 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.
PREFERRED QUALIFICATIONS
- 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
Additional Information
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional.
- Maintain confidentiality of proprietary information and protect company assets.
- Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs.
- Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others, and support team to reach common goals.
- Comply with quality assurance expectations and standards.
- Read and visually verify information in a variety of formats; 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.
- Perform other reasonable job duties as requested by Supervisors.
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