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Senior Agent, Butler Service Desk

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Marriott Bonvoy

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Location:
Macao , Macao

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Contract Type:
Employment contract

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Salary:

Not provided

Job Description:

Senior Agent position for Butler Service Desk at The St. Regis Macao, responsible for handling all guest communications and requests while delivering exquisite luxury hotel experiences with bespoke and anticipatory service

Job Responsibility:

  • Answer, record, log, and process all guest calls, requests, questions, or concerns
  • Operate telephone switchboard station
  • Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls
  • Advise guest of any messages received
  • Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message
  • Receive, record, and relay messages accurately, completely, and legibly
  • Activate/deactivate guest room message lights as appropriate
  • Instruct guests on how to access the internet
  • transfer guests with problems to provider's customer support line
  • Test communications equipment to ensure it works properly
  • Respond to special requests from guests with unique needs
  • Contact appropriate individual or department as necessary to resolve guest call, request, or problem
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction
  • Dispatch bell staff or valet staff as needed

Requirements:

  • High school diploma or G.E.D. equivalent
  • No related work experience
  • No supervisory experience
  • No license or certification required
  • Stand, sit, or walk for an extended period of time
  • Enter and locate information using computers and/or POS systems
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
What we offer:
  • Equal opportunity employer
  • Valued and celebrated unique backgrounds
  • Rich blend of culture, talent, and experiences
  • Non-discrimination policy

Additional Information:

Job Posted:
November 17, 2025

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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