Job description
Role Overview
Service Experience Agent (Operator) at BVLGARI Resort Dubai, operated by Marriott International. The position is based at the Dubai luxury resort property.
Company Overview
BVLGARI Hotels & Resorts is a select portfolio of luxury properties developed in partnership with jeweler and luxury products designer Bulgari, located in major cosmopolitan cities and luxury resort destinations. The brand is part of Marriott International.
Role Purpose
Answer, record, and process all guest requests, questions, and concerns via telephone, email, chat, and mobile communication devices. Serve as the primary point of contact for guest service inquiries and ensure all requests are resolved to guest satisfaction.
Key Responsibilities
Guest Communication & Request Handling
- Answer telephone calls, email, chat, and mobile communication from guests
- Operate telephone switchboard and connect calls to appropriate extensions
- Receive, record, and relay guest messages accurately
- Process requests for wake-up calls and direct calls appropriately
- Log all guest requests or issues into the computer system
- Contact appropriate individuals or departments (e.g., Bellperson, Housekeeping) based on guest needs
- Follow up with guests to ensure requests have been resolved to their satisfaction
Guest Information & Support
- Provide information to guests about room features, property amenities, and local areas of interest
- Assist guests with accessing internet and guestroom entertainment
- Answer questions on menu selection and process room service orders
- Record room service transactions in point-of-sale system
Service Standards & Professionalism
- Follow all company policies and procedures
- 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
- Ensure uniform and personal appearance are clean and professional
- Comply with quality assurance expectations and standards
Team Collaboration
- Develop and maintain positive working relationships with colleagues
- Support team to reach common goals
- Perform other reasonable job duties as requested by Supervisors
Qualifications & Experience
- High school diploma or G.E.D. equivalent preferred
- No related work experience required
- No supervisory experience required
- No license or certification required
Skills & Competencies
- Ability to read and visually verify information in a variety of formats
- Ability to stand, sit, or walk for an extended period of time or for an entire work shift
- Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
- Clear and professional verbal communication
- Professional telephone etiquette
- Customer service orientation
- Ability to work collaboratively with colleagues
Additional Information
Marriott International is an equal opportunity employer committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.