Team Leader - Whatever/Whenever 隨時隨需主任

Purpose of Role

• To provide assistance and guidance to Whatever/Whenever Agents. 
• Responsible to assist Assistant Whatever/Whenever Manager with daily operations of the department, to coach and help Whatever/Whenever Agents, to ensure Whatever/Whenever exceeding customers’ needs and wants.
• To effectively account for Whatever/Whenever related equipment and materials and ensure Whatever/Whenever Talents are adequately equipped and prepared for handling different peak/non-peak periods. 
• Help to ensure the delivery of WOW service throughout a guests’ stay.  Provide WOW service to guests throughout all communication channels, such as In Room Dining Orders, Wake Up Call Requests and any other requests the guest may have.
• To accurately and efficiently use the PBX, OPERA, MICROS, ALICE, and GXP Guest Request Tracking Systems to improve the scope of Whatever/Whenever services and be able to train these to Talents.
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Responsibly Description

• Ensure that W’s Whatever/Whenever service is offered at all times to every guest.  Nothing is too difficult and everything can be done!
• Encourage Whatever/Whenever Agents to participate in delivering WOWs to guests through various times when communicating with them.
• Coach and assist in daily Whatever/Whenever operations, such as answering incoming calls, assisting with outgoing calls, and handling guest requests. 
• Ensure any guest complaint is handled using the ‘W’ LEAST service recovery guidelines. 
• Encourage the use of OPERA and GXP Tracking System to monitor guest requests. 
• Encourage the use of SMS system to respond to guest requests.
• Ensure all calls and requests are being handled following W Brand Standards.
• Take control of any unusual situation or request to ensure it is efficiently and appropriately handled; and that the guest is satisfied. 
• Handle any emergency situations calmly and with confidence. Be prepared for these situations at all times. 
• Responsible for the organisation and control of important information, such as group wake up calls, WIP wake up calls and etc.
• Fix minor errors or problems related to the above equipment and software application.
• Follow all company policies and procedures.
• Be the main point of contact between the Whatever/Whenever and B&F to confirm menu items availability on any given day, what the specials are, and etc. 
• Use MICROS system to input IRD orders with confidence.
• Take Room Reservations when Reservation department is closed and accurately input these into OPERA. 
• Participate in the identification of training needs and the development of a training plan.
• Conduct training for Talent on new equipment and policies; continually monitor and update training for Whatever/Whenever Agents in all areas.