Guest Experience Agent

Job Number ‎23109821
Job Category Rooms & Guest Services Operations
Location The Dubai EDITION, Dubai Fountain Street Downtown Dubai, Dubai,
United Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

Answer, record, log, and process all guest calls, requests, questions, or
concerns. Operate telephone switchboard station. Process guest requests for
wake-up calls, screening calls, do not disturb, call forwarding, conference
calls, TDD relay calls, and non-registered guest calls. Advise guest of any
messages received. Monitor busy or unanswered lines, check back with callers
on hold to update status, and offer to take a message. Receive, record, and
relay messages accurately, completely, and legibly. Activate/deactivate guest
room message lights as appropriate. Instruct guests on how to access the
internet; transfer guests with problems to provider's customer support line.
Test communications equipment to ensure it works properly. Respond to special
requests from guests with unique needs. Contact appropriate individual or
department as necessary to resolve guest call, request, or problem. Follow up
with guests to ensure their requests or problems have been met to their
satisfaction. Dispatch bell staff or valet staff as needed.

Follow all company policies and procedures; report accidents, injuries, and
unsafe work conditions to manager; ensure uniform and personal appearance are
clean and professional; maintain confidentiality of proprietary information;
protect company assets. Welcome and acknowledge all guests according to
company standards; anticipate and address guests' service needs; assist
individuals with disabilities; thank guests with genuine appreciation. Speak
with others using clear and professional language; answer telephones using
appropriate etiquette. Develop and maintain positive working relationships
with others; support team to reach common goals. Comply with quality assurance
expectations and standards. Stand, sit, or walk for an extended period of
time. Enter and locate information using computers and/or POS systems. 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.

Marriott International is an equal opportunity employer. We believe in hiring
a diverse workforce and sustaining an inclusive, people-first culture. We are
committed to non-discrimination on any protected basis, such as disability and
veteran status, or any other basis covered under applicable law.

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager,
the service delivery of a world-class luxury hotel, and the global reach of
Marriott International to create an entirely new experience in the world of
hospitality. Our hotels are stunning microcosms of the world's top cities,
featuring the finest in dining, entertainment, nightlife, and service to
create an enchanting experience that makes your spirit soar!

But to create this magical experience, we need you.

EDITION is hiring warm, out-going, authentically amazing people who are
looking for a place to work that inspires them, challenges them and makes them
proud to come to work. A place where service comes from the heart, not from a
handbook. A place that delivers a never-ending theatrical performance that
continuously delights and enchants each and every one of our guests.

We invite you to join us today.