Senior / At Your Service Agent (Call Centre)

优缺点分析

角色解读

• Progress to a supervisory role in front desk or guest services within the hotel.
• Move into other hospitality operations roles such as front desk manager or guest relations manager.
• Leverage customer service experience to transition into corporate roles in hospitality management or travel industry.
• Handle inbound calls, emails, and chats from hotel guests, addressing inquiries, requests, and complaints promptly.
• Manage the telephone switchboard, connect calls, set wake-up calls, and relay messages accurately.
• Process room service orders, assist with menu questions, and log transactions in the POS system.
• Provide guests with information about hotel facilities, room features, and local attractions.
• Excellent verbal and written communication skills in English and Cantonese (likely Mandarin as well).
• Strong problem-solving abilities and attention to detail to handle various guest requests.
• Proficiency with computer systems, phone switchboard, and point-of-sale software.
• Ability to multitask in a fast-paced environment while maintaining a polite and professional demeanor.

申请策略

• Tailor your resume to highlight service-oriented roles and achievements.
• Show enthusiasm for the hospitality industry and Marriott's brand values during the interview.
• Emphasize previous customer service experience, especially in call centers, hotels, or face-to-face roles.
• Highlight language skills (English, Cantonese, Mandarin) and any technical proficiency with phone systems or software.
• Include examples of handling difficult situations or going above and beyond for customers.
• Mention teamwork and ability to work under pressure.
• Practice active listening and clear phone communication techniques.
• Familiarize yourself with hotel property management systems (e.g., Opera) if possible.

面试指南

• Use the STAR method (Situation, Task, Action, Result) for behavioral questions.
• Show empathy and problem-solving in customer handling questions.
• Align your answers with Marriott's core values: putting people first, embracing change, and acting with integrity.
• How do you handle an angry or upset guest on the phone?
• Can you describe a time you had to multitask under pressure?
• Why are you interested in working for Marriott and in this role?
• How would you handle a request for a room upgrade that is not available?
• What do you know about the Courtyard brand and its target guests?