Guest Service Agent (Whatever Whenever Agent)

About the role

W Hotels Abu Dhabi is hiring a Guest Service Agent, also called a Whatever Whenever Agent, to handle guest requests and communications across telephone, email, chat and mobile devices. The role covers answering phones, processing requests and messages, and supporting guests with information and services.

Key responsibilities

• Answer, record and process guest requests, questions or concerns by telephone, email, chat and mobile devices.
• Operate the telephone switchboard, process wake-up call requests and direct calls to the right extension.
• Receive, record and relay messages accurately, and log guest requests or issues in the computer, contacting the right department (e.g. Bellperson, Housekeeping) and following up until the guest is satisfied.
• Tell guests about room features, property amenities and local areas of interest.
• May process room service orders, answer menu questions and record transactions in the point-of-sale system.
• Help guests access the internet and guestroom entertainment.
• Welcome guests according to company standards, anticipate their needs, assist people with disabilities and thank them sincerely.
• Follow company policies, keep proprietary information confidential and protect company assets.
• Stand, sit or walk for long periods, lift objects of up to 10 pounds, and perform other reasonable duties asked by supervisors.

Required profile

• High school diploma or G.E.D. equivalent.
• No related work experience required.
• No supervisory experience required.
• No license or certification required.