ADDITIONAL INFORMATION

Job Number25046701
Job CategoryRooms & Guest Services Operations
LocationW Edinburgh, 1 St James Square, Edinburgh, Scotland, United Kingdom, EH1 3AX
ScheduleFull Time
Located Remotely?N
Position Type Non-Management

Reporting to the Guest Relations Manager, as Whatever/Whenever Agent you will play a central role in the guest’s experience, answering the telephone and assisting them with any requests they have.

As Whatever/Whenever Agent, key aspects of your role will include:

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices
• Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension
• Receive, record, and relay messages accurately
• Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction
• Provide information to guests about room features, property amenities, and local areas of interest
• Process room service orders, answer questions on menu selection and record transactions in point-of-sale system
• Assist guests with accessing internet and guestroom entertainment
• Communicate with all other departments in the hotel to ensure a seamless stay for guests, passing on relevant information to set every team up for success

Our ideal Whatever/Whenever Agent is someone who has:

• Confidence interacting with guests via telephone and chat services
• Good communication skills – both written and verbal English
• Multi-tasking skills
• Comfortable using computers and systems
• The ability to work in a team
• A positive mindset
• A genuine passion for working in hospitality

In return for your hard work, we give you:

• World class training and development, including leadership development
• Unlimited career opportunities (internationally and locally)
• Wellness and mental health programmes
• Discounted accommodation, food and beverage in over 9,000 hotels all over the world!
• Discounts for your friends and family
• Specially curated discounts in thousands of shops