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Marriott Team Leader - Whatever/Whenever in Taipei, Taiwan

Job Number 19080063

Job Category Rooms and Guest Services Operations

Location W Taipei, 10 Zhongxiao East Road Sec. 5, Taipei, Taipei, Taiwan VIEW ON MAP

Brand W Hotels

Schedule Full-time

Relocation? No

Position Type Non-Management/Hourly

Start Your Journey With Us

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.

Purpose of Role

To provide assistance and guidance to all Whatever/Whenever Agents.

Responsible for assisting Whatever/Whenever Manager with day-to-day operations of the Whatever/Whenever department, coach and help Whatever/Whenever Agent, ensure we exceed customers’ needs and wants.

To effectively account for Whatever/Whenever related equipment and materials and ensure Whatever/Whenever Talent is adequately equipped and prepared to handle different peak/non-peak periods.

Help to ensure the delivery of WOW service throughout a guests’ stay. Provide WOW service to guests throughout all communication channels, such as In Room Dining Orders, Wake Up Call Requests and any other requests the guest may have.

To accurately and efficiently use the PBX, OPERA, MICROS, Go Concierge, and FCS Guest Request Tracking Systems to improve the scope of Whatever/Whenever services and be able to train these to Talent.

Responsibly Description

  • Ensure that W’s Whatever/Whenever service is offered at all times to every

guest. Nothing is too difficult and everything can be done!

  • Encourage Whatever/Whenever Agents to participate in delivering WOWs to

guests through various times when communicating with them.

  • Coach and assist in daily Whatever/Whenever operations, such as answering

incoming calls, assisting with outgoing calls, and handling guest requests.

  • Ensure any guest complaint is handled using the ‘W’ LEAST service recovery

guidelines.

  • Encourage the use of FCS Tracking System to monitor guest requests.

  • Encourage the use of Go Concierge SMS system to respond to guest

requests.

  • Ensure all calls and requests are being handled following W Brand Standards.

  • Take control of any unusual situation or request to ensure it is efficiently and

appropriately handled; and that the guest is satisfied.

  • Handle any emergency situations calmly and with confidence. Be prepared for

these situations at all times.

  • Responsible for the organisation and control of important information, such as

group wake up calls, WIP wake up calls and etc.

  • Fix minor errors or problems related to the above equipment and software

application.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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