Whatever/Whenever - Welcome Agent
Check out pictures from associates at this location, and some videos too!
Job Number 19000S44
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
Position Type Non-Management/Hourly
Start Your Journey With Us
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
Responsible for executing Welcome Experience in the daily operation of Welcome Office (Including Welcome Desk, Whatever Whenever, and Concierge). Providing WOW service to guests throughout all communication channels and collaborate with respected departments to ensure guest satisfaction. Utilize OPERA, MICROS, Go Concierge, and FCS Guest Request Tracking System to improve the scope of services in spirit of Whatever Whenever promise.
Extended knowledge of hotel facility information, able to demonstrate and deliver Insider experience by introducing many various bars, restaurants, places of interest in and around Taipei. Implement and be fully knowledgeable on the Loyalty Program and W Hotel Brand Standards. Result driven with strong commitment of achieving hotel KPI goal as leader of the department.
Multiple Function of Welcome Office development will allow talents to work around three main departments at Welcome Office. As extended level of position, talents will be required to perform all tasks and skills required for the respected departments, including level 1+2 requirements.
- Keep accurate records of all arrangements/note any special preferences in
FCS guest tracking system the guest may have.
- Frequently Answer incoming and assist with outgoing calls, efficiently and
confidently using the PBX system.
- Follow Telephone Manners that are On Brand and accurately transfer any
- Log guest preferences / requests / complaints using the FCS Tracking System.
- Be prepared for any emergency situations that may arise including bomb
threats and if an emergency situation occurs, remain calm and handle it
following W Taipei HIDs.