Service Experience Agent

About the role

The Service Experience Agent is the first point of contact for guests calling the hotel. You will ensure every call is answered promptly, information is provided accurately, and guest requests are directed to the right team, contributing to exceptional guest experiences.

Key responsibilities

• Operate the telephone switchboard, answer and monitor all incoming calls.
• Record, process and follow up on guest inquiries, requests and concerns.
• Connect guests with the appropriate department or individual to resolve issues.
• Provide directions, information on hotel amenities, services, operating hours and local attractions.

Required profile

• Valid Responsible Service of Alcohol (RSA) certification.
• Current I’m Alert Food Safety certification (City of Perth).
• Previous experience in a customer‑service role is preferred.
• Strong passion for delivering outstanding customer service.
• Unrestricted right to work in Australia.

Required skills

What we offer

• Exclusive global discounts on Marriott International hotel stays and dining.
• World‑class training, development programs and career progression within a leading hotel group.
• Employee recognition initiatives and local retail/lifestyle discounts.
• Paid day off on your birthday.
• Inclusive workplace that values diversity and equal opportunity.