Whatever/Whenever Agent - Guest Service

About the role

A full-time, non-management guest service position at a W Hotel in Amman, Jordan. The agent answers, records and processes guest requests, questions and concerns by telephone, email, chat and mobile devices, and handles the hotel's switchboard and message taking.

Key responsibilities

• Operate the telephone switchboard, handle wake-up calls and direct calls to the right extension
• Receive, record and relay messages accurately, and log guest requests or issues in the computer
• Contact the relevant departments (e.g. bellperson, housekeeping) and follow up until the guest is satisfied
• Tell guests about room features, property amenities and local areas of interest
• May process room service orders, answer menu questions and record transactions in the point-of-sale system
• Help guests access the internet and guestroom entertainment
• Welcome guests, anticipate their needs, assist people with disabilities and thank them sincerely
• Follow company policies, keep proprietary information confidential and comply with quality assurance standards

Required profile

• High school diploma or G.E.D. equivalent preferred
• No related work experience or supervisory experience required
• Ability to stand, sit or walk for long periods and to lift objects up to 10 pounds