Welcome Experience Agent
W Hotels
Dubai, United Arab Emirates
منذ 2 يوم

POSITION SUMMARY

As a Welcome Experience Agent you are part of the Welcome Experience team. You should do whatever is necessary within your area to guarantee that all guests who stay with us are happy, eager to return, and confident to recommend us to others.

It is expected that all Welcome Experience Agents are a team player, are able to anticipate guest needs, exceed their expectations, and provide them with a fun and friendly atmosphere.

All guests must be greeted in a friendly, courteous manner, welcome drinks to be served, cabs, and cars, provide directions, and answer basic questions.

Welcome Experience Agents are to ensure the living room is on brand at all time and all guests are escorted and roomed in a W way.

60% of Time Spent

  • Acknowledges the guest with a smile and eye contact at 10 feet and greeting at 5 feet
  • Walks the 10 to 5 when offering directions, never pointing
  • Introduces him / herself and offers assistance
  • Greets the guest at each encounter with an appropriate greeting and body language. The Welcome Experience Agent should address the guest by name
  • Supplies guests with directions and information regarding property amenities, services and hours of operation, local areas of interest and activities
  • Gathers, summarizes and utilizes information about property and surrounding area amenities, including special events and activities
  • Cooperates with the Welcome experience team on the pre arrival communication
  • 20% of Time Spent

  • Identifies and explains room features to guest
  • Ensures proper coverage and executes throughout all zones of the living room
  • Arranges transportation ( e.g. taxi)
  • Operates with PMS -OPERA, GXP and Microsoft Office
  • Serves welcome drinks to all arrival guests
  • When rooming a guest or delivering luggage, offers to explain the hotel facilities and services
  • Explains safety features and points out emergency exits
  • Be in the living room socializing and participating in guest needs
  • Assists Insider team in handling WHO arrivals and creating WOW moments
  • 20% of Time Spent

  • Entertains the guests and creates something fabulous but simple after interacting with guests
  • Is presentable at all time as per grooming standard
  • Supports welcome and door ambassador if needed
  • Responds to guest request for special arrangements or services (spa services, transportation, religious services, babysitting, financial services, business center services, reservation, dry cleaning, entertainment / sporting events, shopping, room set up by making arrangements or identifying appropriate providers)
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