Marriott International

Manages and franchises hotels around the world

Whatever/Whenever Agent - Telephone operator /call center

Hotel Guest ServicesUpdated on Nov 11

Full-timeOsaka, JapanNo salary listedIn-person

About the Job

Requirements

Preferred qualification: High school diploma or GED equivalent.
No related work experience is required.
No supervisory experience is required.
No license or certification is required.
Ability to operate a telephone switchboard and process guest calls, messages, and requests.
Ability to instruct guests on internet access and enter or locate information using computers or point-of-sale systems.
Ability to stand, sit, or walk for extended periods and move objects weighing up to 10 pounds without assistance.
Ability to communicate clearly and professionally, use appropriate telephone etiquette, and maintain confidentiality.
Ability to follow company policies, maintain a clean and professional uniform and appearance, and comply with quality assurance standards.

Responsibilities

Answer, record, log, and process guest calls, requests, questions, and concerns, and operate the telephone switchboard.
Process wake-up calls, screen calls, manage do-not-disturb requests, call forwarding, conference calls, TDD relay calls, and calls from non-registered guests.
Advise guests of messages, monitor busy or unanswered lines, update callers on hold, and offer to take messages.
Receive, record, and relay messages accurately, completely, and legibly, and activate or deactivate guest-room message lights as appropriate.
Instruct guests on accessing the internet and transfer guests with problems to the provider's customer support line.
Test communications equipment to ensure it works properly.
Respond to special requests from guests with unique needs and contact the appropriate person or department to resolve calls, requests, or problems.
Follow up with guests to ensure their requests or problems have been resolved to their satisfaction.
Dispatch bell staff or valet staff as needed.
Report accidents, injuries, and unsafe work conditions to a manager; protect company assets.
Welcome and acknowledge guests, anticipate and address their service needs, assist individuals with disabilities, and thank guests.
Develop and maintain positive working relationships and support the team in reaching common goals.
Perform other reasonable job duties as requested by supervisors.

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.

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

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

About the Company

Marriott International

Manages and franchises hotels around the world

Marriott International manages and franchises hotels and resorts for leisure and business travelers, with brands spanning luxury stays, select-service hotels and extended visits. Its portfolio includes The Ritz-Carlton, Sheraton and Courtyard, giving hotel owners different formats for serving guests. Most properties belong to third-party owners: Marriott earns management fees tied to hotel revenue and profit, or franchise royalties for use of its brands and systems, while owning or leasing a small share itself. The company also licenses its names for branded residences and vacation ownership properties. With operating roots dating to 1927, Marriott is headquartered in Bethesda, Maryland.

Company size: 10,001+
Company stage: IPO
Headquarters: Bethesda, MD
Founded: 1927

Recently Posted Jobs

Explore more opportunities at Marriott International

See more jobs