Whatever Whenever Agent

About the role

The Whatever/Whenever Agent is the voice of W Ibiza, ensuring every guest call is handled promptly and professionally. Working from the hotel’s front‑line telephone hub, you will support guests with a wide range of requests, from wake‑up calls to internet assistance, contributing to the property’s renowned service excellence.

Key responsibilities

• Answer, record, log and process all guest calls, requests, questions and concerns.
• Operate the telephone switchboard, managing wake‑up calls, screening calls, do‑not‑disturb, call forwarding, conference calls, TDD relay calls and non‑registered guest calls.
• Advise guests of received messages, monitor busy or unanswered lines, and follow up with callers on hold.
• Receive, accurately record and relay messages, ensuring legibility and completeness.
• Activate or deactivate guest‑room message lights as required.
• Instruct guests on internet access and transfer technical issues to the provider’s support line.
• Test communications equipment regularly to confirm proper operation.
• Respond to special guest requests in coordination with relevant hotel departments.

Required profile

• Excellent verbal communication and active listening skills.
• Strong attention to detail and ability to record information accurately.
• Customer‑focused attitude with a proactive approach to problem solving.
• Ability to multitask in a fast‑paced hospitality environment.

Required skills

• Telephone switchboard operation