At Your Service (AYS) Agent

Role overview

The At Your Service (AYS) Agent serves as the main contact point for guest communication, handling requests and queries through phone, email, chat, and mobile devices. The role supports smooth room and guest services operations by routing calls, documenting requests, coordinating with the right teams, and ensuring guests receive timely, accurate assistance.

Key duties

• Receive, document, and manage guest questions, requests, and concerns across telephone, email, chat, and mobile channels.
• Operate the phone system, arrange wake-up calls, and transfer calls to the right extension.
• Capture and pass on messages accurately and promptly.
• Enter guest issues or service requests into the system, contact the relevant department such as Bellperson or Housekeeping, and check back to confirm the matter has been resolved.
• Share details with guests about room amenities, hotel facilities, and nearby places of interest.
• When required, take room service orders, assist with menu-related questions, and record transactions in the point-of-sale system.
• Help guests connect to internet services and in-room entertainment.

Professional standards

• Follow company procedures, policies, and quality expectations at all times.
• Maintain a polished personal appearance and professional uniform standards.
• Protect confidential information and safeguard company property.
• Greet and acknowledge guests in line with brand standards and respond proactively to their needs.
• Support guests with disabilities respectfully and appropriately.
• Communicate clearly and professionally, especially over the phone.
• Build cooperative working relationships and contribute to team goals.
• Remain attentive while reading and checking information in different formats.
• Be prepared to stand, sit, or walk for long periods, including an entire shift.
• Handle light physical tasks such as moving, lifting, carrying, pushing, pulling, and placing items up to 10 pounds without assistance.
• Carry out other reasonable duties assigned by supervisors.

About Marriott and JW Marriott

Marriott International is an equal opportunity employer that values diverse backgrounds, experiences, and perspectives. JW Marriott is part of Marriott’s luxury portfolio and focuses on thoughtful, genuine hospitality and a work environment built on camaraderie, development, recognition, and holistic well-being. The brand emphasizes associate care as the foundation of exceptional guest service.

Additional information

Job number: 26074885

Job category: Rooms & Guest Services Operations

Location: Conference Centre Street, West Bay, Doha, Qatar

Schedule: Full time

Remote work: No

Position type: Non-management

Preferred qualifications

Education: High school diploma or GED equivalent.

Work experience: No prior related work experience required.

Supervisory experience: None required.

License/certification: Not required.