Full Time At Your Service Operator (Pre-Opening) Jobs, in JW Marriott Johor Bahru Johor - Maukerja

Position Summary
The AYS Operator serves as a central point of contact for hotel guests, handling internal and external calls, guest requests, Room Service orders, and operational communications. The role is responsible for accurately recording, coordinating, dispatching, and following up on requests to ensure timely service and a seamless guest experience.

Key Responsibilities

• Answer and manage all incoming internal and external telephone calls professionally and in accordance with Marriott service standards.
• Handle and process Room Service / In-Room Dining orders, including accurate order taking, menu knowledge, special requests, dietary requirements, and order confirmation.
• Receive guest requests and enquiries, provide accurate information, and coordinate with the appropriate department for assistance.
• Dispatch and coordinate work requests to Housekeeping, Engineering, Front Office, Bell Services, Security, F&B, and other relevant departments.
• Record and track guest requests through the designated hotel system, ensuring accurate details and proper follow-up until completion.
• Follow up on dispatched requests to ensure they are completed within the expected service timeframe.
• Handle guest complaints or service issues professionally and escalate unresolved or urgent matters to the Duty Manager or relevant department.
• Maintain strong knowledge of hotel facilities, operating hours, services, promotions, restaurants, events, and local information.
• Handle wake-up calls, messages, guest enquiries, and other telephone-related services as required.
• Maintain clear communication between departments, particularly during busy periods and operational emergencies.
• Protect guest privacy and confidential information and follow all hotel safety and security procedures.
• Support pre-opening activities, including system testing, SOP development, telephone directory verification, menu and service familiarisation, simulations, training, and operational readiness exercises.
• Perform other reasonable duties assigned by the AYS Supervisor, Front Office leadership, or hotel management.

Key Requirements
Good spoken and written English, with additional languages an advantage. Strong telephone etiquette, communication, multitasking, and coordination skills are essential. The candidate should be comfortable working in a fast-paced environment and demonstrate attention to detail, ownership, and a guest-focused approach. Previous experience in hotel telephone operations, Front Office, Room Service, or guest services is preferred.

Benefits:

• Meal provided
• Opportunities for promotion
• Professional development

Work Location: In person