Experience Inc. Jobs

Additional Information EU Nationality or work permit for the Czech Republic needed

Job Number 24053264

Job Category Rooms & Guest Services Operations

Location W Prague, Vaclavske namesti 826/25 Praha 1, Prague, Czech Republic, Czech Republic

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

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. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.

Our target consumer is The Connector. Our guests are curious, charismatic, free-spirited, and magnetic. They are the spark that makes it happen. The ones who never stop exploring, pulled to the energy of people and places. True to themselves and open to everything. They make the world their own. They bring the crowd together.

W Prague will feature 161 rooms and suites, a rooftop bar and an outdoor terrace, the perfect location for style-savvy locals and guests to enjoy sweeping cityscape views and a fabulous cocktail and culinary experience. The hotel will feature the W Lounge, the brand’s spin on the hotel lobby, along with several restaurants and bars and some ultra-modern event space. In addition, guests are invited to experience the indoor WET pool deck, FIT fitness center and AWAY Spa. Throughout the hotel, the brand’s unique Whatever/Whenever service is always available, delivering whatever they want, whenever they want it.

W is a destination, more than a hotel. An iconic lifestyle brand, offering guests unprecedented insider access to a world of “Wow” through contemporary cool design, fashion, nightlife, celebrities, and entertainment.

JOB SUMMARY

Welcome Desk Agent at W Prague, you will be the first point of contact for our esteemed guests, embodying our commitment to exceptional service and hospitality. Your responsibilities will include warmly welcoming guests, managing reservations, providing personalized assistance and information about hotel amenities and local attractions, coordinating guest services, handling check-ins and check-outs efficiently, managing guest requests and inquiries with professionalism and courtesy, and ensuring seamless communication with other hotel departments to exceed guest expectations. Your impeccable presentation, attention to detail, and ability to anticipate and fulfill guest needs will contribute to creating unforgettable experiences for our beloved guests.

CORE WORK ACTIVITIES

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

• Maintain awareness of undesirable persons on property premises.

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and information.

• Follow company and department policies and procedures.

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

• Address guests' service needs in a professional, positive, and timely manner.

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.

• Thank guests with genuine appreciation and provide a fond farewell.

• Assist other talents to ensure proper coverage and prompt guest service.

• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

• Speak to guests and co-workers using clear, appropriate, and professional language.

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Provide assistance to coworkers, ensuring they understand their tasks.

• Talk with and listen to other talents to effectively exchange information.

• Exchange information with other talent’s using electronic devices (e.g., pagers and two-way radios, email).

Working with Others

• Support all co-workers and treat them with dignity and respect.

• Develop and maintain positive and productive working relationships with other talents and departments.

• Handle sensitive issues with talents and/or guests with tact, respect, diplomacy, and confidentiality.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Stand, sit, or walk for an extended period or for an entire work shift.

• Enter and locate work-related information using computers and/or point of sale systems.

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Check-in/Check-out

• Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.

• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.

• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., share withs, separate room/tax/incidentals, comp).

• Activate room keys using electronic key machine (e.g., Seafolk) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.

• Assign room according to guest request and preferences whenever possible.

• Verify and adjust billing for guests.

• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.

• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.

• Accommodate requests for room changes when possible.

• File guest paperwork or documentation.

• Pre-register designated guests and prepare key packets.

• Ensure rates match market codes and that any exceptions are documented and include an explanation.

• Sell a room/accommodation to guests without reservations based on availability.

• Communicate to appropriate staff that there are guests that are waiting for an available room.

• Review requests for late check-outs and approve according to occupy.

• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.

• Coordinate with Style to track readiness of rooms for check-in and to report guest concerns.

• Obtain and verify proper tax-exempt information for tax-exempt guests.

Reservations/Blocking Rooms

• Confirm reservations and cancellations.

Communications

• Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).

Reports/Recordkeeping

• 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.

• Run credit card authorization report and check for discrepancies.

• Review shift logs/daily memo books and document pertinent information in logbooks.

• Print contingency lists to have a record of all guests in case of emergency.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Guest Services

• Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

• Receive, record, and relay messages accurately, completely, and legibly.

• Answer, record, and process all guest calls, requests, questions, or concerns.

• Follow up with guests to ensure their requests or problems have been met to their satisfaction.

• Accept and record wake-up call requests and deliver to appropriate department.

VIP/Concierge Services

• Respond to special requests from guests/residents with unique needs.

Parking

• Communicate parking procedures to guests/visitors.

• Dispatch bell staff or valet staff as needed.

Cash Handling

• Process all payment types such as room charges, cash, checks, debit, or credit.

• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

• Count bank at end of shift and secure bank.

• Balance and drop receipts according to accounting specifications.

• Provide change to guests.

• Obtain manual authorizations and follow all accounting procedures when computer system is down.

• Cash guests' personal checks and traveler's checks.

• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

Finance-Related

• Print credit check report, review status of each account, and follow up on accounts beyond approved credit limits.

Maintenance/Security

• Notify Security of any guest reports of theft.

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.

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.