(AUS-Melbourne) Whatever/Whenever Agent/Switchboard Agent (FT)

**Job Number** 20052995 **Job Category** Rooms and Guest Services Operations **Location** W Melbourne, 408 Flinders Lane, Melbourne, Victoria, Australia VIEW ON MAP **Brand** W Hotels **Schedule** Full-time **Relocation?** No **Position Type** Non-Management/Hourly **Start Your Journey With Us** 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. **ROLEPURPOSE** 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 KEYRESPONSIBILITIES** **Education and Experience** + Highschool 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 secureenvironment. + Identify and correct unsafe work procedures or conditions and/or reportthem to management and WHS personnel. + Report work related accidents, or other injuries immediately uponoccurrence to Talent Coach. + Maintain awareness of undesirable persons on property premises. + Complete appropriate safety training and certifications to perform worktasks. + Ensures CCTV monitored through the shift **Policiesand 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 stationand answer telephones using appropriate etiquette including answeringthe phone within 3 rings, answering with a smile in one's voice, using thecallers' name, transferring calls to appropriate person/department, requestingpermission before placing the caller on hold, taking and relaying messages, andallowing the caller to end the call. + Speak to guests and co-workers using clear, appropriate and professionallanguage. + Exchange business related information with other talents usingelectronic devices (e.g., mobile communication devices, email, and chat). + Process guest requests for wake-up calls, screening calls, do notdisturb, call forwarding, conference calls, TDD relay calls, and non-registeredguest calls. + Instruct guests on how to access the internet and guest roomentertainment features (e.g., streaming video). + Monitor busy or unanswered lines, check back with callers on hold toupdate 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. **GuestRelations/Services** + Address guests' service needs in a professional, positive, and timelymanner. + Assist other talents to ensure proper coverage and prompt guest service. + Actively listen and respond positively to guest questions, concerns, andrequests using brand or property specific process (e.g., LEARN, W ServiceFoundations) to resolve issues, delight, and build trust. + Anticipate guests' service needs, including asking questions of gueststo better understand their needs and watching/listening to guest preferencesand 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 assistingvisually, hearing, or physically-impaired individuals within guidelines (e.g.,escorting them when requested, using words to explain actions, writingdirections on paper, moving objects out of the way, or offering access toBraille or TDD phones). + Answer, record, and process all guest calls, requests, questions, orconcerns. + 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; recordtransactions in point-of-sale system, process payment and run cashier reportsat end of shift. + Accept and record wake-up call requests and deliver to appropriatedepartment. + Log all guest requests, incidents, and adjustments in to operatingsystem to allow for proper tracking and documentation of guest problems andsolution. + Respond to special requests from guests with unique needs. + Follow up with guests to ensure their requests or problems have been metto their satisfaction. + Supply guests with directions and information regarding propertyamenities, services, and hours of operation, and local areas of interest andactivities. + 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 thesurrounding area amenities, including special events and activities. + Maintain updated resource materials on all vendors and information toaccommodate guest requests. + Respond to guest requests for special arrangements or services (e.g.,spa services, transportation, religious services, babysitting, financialservices, business center services, interpretation services, reservations, drycleaning, entertainment/sporting events, shopping) by making arrangements oridentifying 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 andrate and maintain list of alternative accommodations. + Block rooms in the computer and identify designated requirements andrequests (e.g., guaranteed room types, special requests, WHO's, early arrivals,guest recognition). + Pull rooms from inventory for group blocks and ensure rooming lists arecorrect 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 intocomputer to allow for proper tracking and documentation of guest problems andsolution. + Maintain history files on all guests. + Run daily reports (number of arrivals, departures), identify any specialrequests, and check reports for accuracy. + Assist departments/executives in obtaining appropriate informationregarding groups, inventory, and guest information. + Maintain and update database containing preferences of repeat and WHOguests. **Working with Others** + Develop and maintain positive and productive working relationships withother 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. **PhysicalTask** + Move, lift, carry, push, pull, and place objects weighing less than orequal to 10 pounds without assistance. + Enter and locate work-related information using computers and/or pointof sale systems. + Stand, sit, or walk for an extended period of time or for an entire workshift. + Read and visually verifyinformation 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 roomor guest room. **Additional Responsibilities** + Providesinformation to Talent Coach, co-workers, and subordinates by telephone, inwritten form, e-mail, or in person. + Analysesinformation and evaluating results to choose the best solution and solveproblems. + Preparationof WHO’s list for What’s Up + DriveGXP/Empower Culture _Marriott International is an equal opportunityemployer committed to hiring a diverse workforce and sustaining an inclusiveculture. Marriott International does not discriminate on the basis ofdisability, veteran status or any other basis protected under federal, state orlocal laws._