Welcome Desk Agent – Chinese Speaker in Rome, Italy

Job Number 24163195

Job Category Rooms & Guest Services Operations

Location W Rome, 26/36 Via Liguria, Rome, Italy, Italy

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

W Rome is casting for a Welcome Desk Agent – Chinese Speaker to join the first W Hotel in Italy.

Reporting to the Welcome Desk Manager, the Welcome Desk Agent is responsible for ensuring an authentic W experience to each and every guest.

About us

W Rome redefines the luxury hotel scene of the Eternal City through its informal yet impeccable Whatever/Whenever service and trademark high energy. It is the perfect match for the duality of the Italian, between reverence for tradition and defiance of expectations, a magnetic social hub shedding light on the future of the Eternal City.

The impact you’ll make

First impressions are everything. And you’ll set the tone for every guest’s stay. With a genuinely warm welcome, you’ll be ready with answers to any questions and happy to offer information about hotel services, facilities, and the local area. Anything to help and make their visit that bit more special. And, creating the smoothest check-out experience, you’ll make sure they leave us happy too.

What we offer

• Join the dream team of the first W Hotel in Italy

• Professional career progression at international level in Marriott International

• Learning and development opportunities online, on the job and in class

• Discounts on hotel rooms, gift shop items, food and beverage

• Disruptive management & motivated and engaging Talents

• Charity events, Wellbeing activities through the TakeCare program

• Canteen service and uniform

What you’ll do

• Process guest check-ins by confirming reservations, assigning rooms and activating room keys

• Assist monitoring and taking care of the Mobile Guest Service Control Panel Review the panel to process mobile check-in requests, prepare room assignment according to the arrival time and pre-register with keys

• Assists Shift Leaders in Pre-blocking rooms for all arrivals focusing on Elite Members and VIP

• Process all check-outs including resolving any late and disputed charges

• Review the panel to process the mobile check-out requests, perform check-out on the PMS system and follow up with e-folios sending to guests

• Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including solving any late and disputed charges

• Co-ordinate with Housekeeping to track readiness of rooms for check-in and report any guest concerns

• Answer, respond to and process all guest calls, messages, questions or concerns

• Give guests information and directions regarding property and local areas of interest

• Process check-outs and resolving any disputed charges

• Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.

• Supply guests with directions and information regarding property and local areas of interest.

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

• Complete designated cashier and closing reports in the computer system.

• Cash guests’ personal checks and traveler’s checks. Count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications

• Always follow Standard Operating Procedures and brand identity guidelines

• Follow all company safety and security policies and procedures, report accidents, injuries, and unsafe work conditions to manager

• Perform other reasonable job duties as requested by Shift Leaders

What we’re looking for

• Fluent in Chinese & English

• Previous Front Office experience is a big plus

• Understanding of rooms operations and luxury hospitality

• Ideally, technical knowledge of Opera

• A warm, people-oriented demeanor and a team-first attitude

• Positive outlook and outgoing personality

• Flexibility, problem-solving skills and multi-tasking ability

• The ability to stand, sit or walk for extended periods of time across a work shift

Explore our very big world

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. And you’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

You’re welcomed here

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International considers for employment qualified applicants with criminal histories consistent with applicable federal, state and local law.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.