Marriott Careers

At Your Service Agent

Hong Kong S.A.R., Hong Kong S.A.R.
Rooms and Guest Services Operations

Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Aug 08, 2018
Job Number 18002875
Job Category Rooms and Guest Services Operations
Location JW Marriott Hotel Hong Kong, Hong Kong S.A.R., Hong Kong VIEW ON MAP
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us
Start Your Journey With Us
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

Duties and Responsibilities 



•Have knowledge of hotel, hotel associates, and hotel services with hours of operations for all departments’ involved and surrounding areas. Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc.

•Offers the hotel guests the best possible service through courteous and proper phone answering procedures.

•Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.

•Understands various payment options and procedures of Room Service.

•Be able to give accurate directions and information regarding the immediate and metro area.

•Handle all emergencies according to established procedures.

•Ensure that all customer complaints are recorded in the Guest Response Program in a timely and professional manner.

•Ensure that all guests who experience a problem receive an immediate response along with satisfactory resolved, any promised compensation is delivered and all guests receive appropriate follow-up in a timely and professional manner. Practice empowerment!

•Ensure all individuals designated for follow-up are copied on incident reports and any other pertinent information available.

•Each associate is expected to carry out all reasonable requests by the management of which the associate is capable of performing.

•Constantly updates himself/herself with local activities and current event in order to provide guests with information.

•To consistently practice the 14 “Service Notes”.

•Carry out brand standard’s requirement.

•Establish a good working relationship with other departments.


Food & Beverage

•Able to use sales dialogue in selling the Room Service menu, beverage, wines, etc.

•Know culinary terminology.

•Able to use the Room Service Use Records.

•Take Room Service Orders as outlined in the New Hire Guide.

•Have full knowledge of the Room Service POS system and its functions.

•Must have sound F&B outlets’ knowledge to ensure dinning reservation can be taken care well.



•Has knowledge of hotel rates, discounts, and how to handle each.

•Has a working knowledge of reservations and Opera procedures. Knows cancellation procedures and walk procedures.

•Handle all wakes up call requests and repeat information to the guest to ensure proper handling of wake up calls in the morning.

•Set wake up clock or input as requests come in.

•Note charges on outgoing calls not received by the accounting system and post them in Opera.

•Perform shift closing and be able to identify discrepancies or irregularities in them.

•Assist guest regard internet access issue.


System knowledge

 •Familiar with hotel’s phone system and maintenance.

•Basic knowledge of internet connection.


Additional Responsibilities

•Handle faxes and message per outlined procedures.

•Attend all scheduled departmental meetings.

•Timely submission of assigned projects by supervisor or management.

•Maintain cleanliness and neatness of work area.

•Be familiar with and follow all hotel safety and accident prevention procedures.

•Handle all telephone maintenance and installation accordingly.

•For guest experience enhancement, collect data and input in property system.


Candidate Profile

1. Competencies (skills & knowledge required for the job):MS Office, Internet Applications

2. Language:English, Chinese, Putonghua

3. Education:Higher Diploma or above


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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