EBC Executive

About the Role

W Hotels is seeking an EBC Executive to join their team in Riyadh. This full-time role involves supporting various guest services and sales functions, ensuring efficient operations and guest satisfaction. The position requires 2-5 years of relevant experience.

Key Responsibilities

• Resolve guest calls, requests, or problems by contacting appropriate departments such as Sales, Data Administration, or Accounting.
• Utilize sales techniques to maximize revenue, including up-selling, while maintaining guest loyalty to Marriott.
• Determine and provide complimentary gifts to guests as a token of appreciation for their patronage, such as rewards points, show tickets, or gift certificates.
• Promote awareness of the brand image both internally and externally.
• Process requests for redeeming Marriott Rewards points.
• Handle all reservation requests, changes, and cancellations received via phone, fax, or mail.
• Enter Marriott Rewards information into the relevant software when taking guest reservations.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Perform general office duties to support the Sales & Marketing department, including filing, sending emails, typing, and faxing.

Operational Support and Professional Conduct

• Assist management in training and motivating employees, serving as a role model.
• Adhere to all company policies and procedures, ensuring a clean and professional uniform and personal appearance.
• Maintain confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address their service needs, and express genuine appreciation.
• Communicate professionally and clearly, both verbally and in writing, and answer telephones using appropriate etiquette.

Team Collaboration and Quality Assurance

• Develop and maintain positive working relationships with colleagues, supporting the team to achieve common goals.
• Listen and respond appropriately to the concerns of other employees.
• Monitor the performance of others to ensure adherence to quality expectations and standards.
• Read and visually verify information in various formats.

Physical Requirements

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

Additional Duties

The EBC Executive will perform other reasonable job duties as requested by Supervisors to support the overall operations of W Hotels in Riyadh.