Guest Experience Expert (Call Centre, i-Job Program)

About the Role

This position supports supervisors and managers in ensuring smooth daily operations by professionally managing telephone enquiries following established operating procedures. The role involves attending to guests’ morning calls and various requests, primarily within a hotel setting.

Key Responsibilities

• Operate and monitor the telephone console, including Do Not Disturb (DND) and busy line verifications.
• Receive incoming calls and transfer them appropriately to extensions and guest rooms.
• Assist callers by providing necessary information and taking messages for guests.
• Ensure checklists related to telephone operations are maintained and completed accurately.
• Monitor telephone printers and manage wake-up call schedules and programming.
• Participate in emergency and evacuation procedures when required.
• Update back office information boards and monitor contingency reports hourly.
• Keep the telephone extension list current.
• Assist guests in making outgoing calls and handling new reservations during after-office hours.
• Record guest complaints and feedback in the Empower (GXP) system.
• Maintain high service standards consistent with the hotel’s corporate image and grooming standards.
• Adhere to Standard Operating Procedures, departmental policies, and corporate policies.
• Handle cash and bank transactions accurately, following accounting and audit procedures such as blind drops.
• Count cash banks at shift end, prepare cashier reports, address discrepancies, drop receipts securely, and maintain security of cash.
• Manage the assigned cash bank including arranging change and securing funds throughout shifts.
• Set up and maintain cleanliness and organization of the cashier workstation with necessary supplies and materials.
• Comply with established procedures and LSOP guidelines.
• Perform any other duties assigned occasionally.

Candidate Requirements

• Possess at least a Professional Certificate or NiTEC qualification in any field.
• 1-2 years of experience in a hotel call centre is preferred, although candidates without relevant experience are also considered.
• Participate in the Integrated-Job (i-Job) program, rotating through various front office sections such as Front Desk, Concierge, Bell, and Executive Lounge.
• Demonstrate careful handling of cash transactions.
• Competent in using hotel computer systems, for example Opera and Micros.
• Customer-oriented approach with a commitment to excellent service.
• Willingness to work rotating shifts, including overnight hours.
• Available to start work on short notice.

Diversity and Inclusion

The employer is committed to equal opportunity employment, valuing and celebrating diverse backgrounds and ensuring non-discrimination on all protected bases, including disability and veteran status.

Company Profile

Marriott International is a globally recognized hospitality leader known for its commitment to exceptional service and employee well-being. JW Marriott, part of Marriott's luxury brand portfolio, prides itself on a work environment that supports associate growth, camaraderie, and holistic wellness.