Telephone Operator

Whatever / Whenever Agent (Guest Service Agent)

Split across two unique buildings, a former telephone exchange and a bank, W Amsterdam is an intriguing design mix of heritage and contemporary style. Mixing historical Dutch architectural elements with cutting-edge design right next to Dam Square, W Amsterdam is at the epicenter of this energetic and forward-thinking city. We offer innovative design and luxury in our 238 stylish guest rooms, including 23 suites, three WOW suites and two lavish Extreme WOW Suites. Our guests can indulge in one of our destination restaurants THE DUCHESS and MR PORTER and taste signature sips at our rooftop W Lounge overlooking the Royal Palace and the city lights, including WET Deck the iconic rooftop pool. We offer exclusive access to a vibrant nightlife, dining, shopping and fashion scene with our signature Whatever/Whenever® service, our in-the-know W Insiders and our W Happenings.

W Hotels does not recruit, we cast Talent. W Amsterdam, located at Spuistraat 175 is casting a Welcome Desk Manager. You will be joining the Welcome Desk Team. This team is responsible for the Welcome Desk in the Exchange Building, as well as the Bank Building. They are also in charge of the Whatever Whenever Department (call center).

Main responsibilities:

• Process room service orders, answer questions on menu selection; record transactions in point-of-sale system, process payment and run cashier reports at end of shift.
• Accept and record wake-up call requests and deliver to appropriate department.
• Log all guest requests, incidents, and adjustments customer relationship management (CRM) system to allow for proper tracking and documentation of guest problems and solution.
• Respond to special requests from guests/residents with unique needs.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• Identify and explain hotel features to guests (e.g., use of room key, ice and vending areas, in-room safe, hotel services).

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Exchange business related information with other employees using electronic devices (e.g., mobile communication devices, email, and chat).

Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Assist other employees to ensure proper coverage and prompt guest service.

Physical Tasks

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.

Communications

• Operate telephone switchboard station in order to answer telephone calls.
• Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Instruct guests on how to access the internet and guest room entertainment features (e.g., streaming video).
• Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
• Test communications equipment and ensure it is working properly.

Requirements:

• Fluency in English
• Dutch and any other language is appreciated
• Experience in 5* Luxury Segment
• Minimum of one year Front Office experience, preferably in the luxury segment
• Valid working permit for The Netherlands.

Show the world what you got by joining a global community of talent who see the world in a different way. Bring your style and your spirit: We’ll bring a work culture where you can shine. We work hard, we play hard, and we want to inspire you to grow. W talent help our guests live life to the fullest while living their dreams.

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.