Service Express Agent

Job description

At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests' well-being, and we're energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you're someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.

Desired profile

Qualifications :

Job Summary

Answer the Service Express telephone within three (3) rings with established standard telephone greeting using the guest's name. Take order with 100% accuracy.

Answers and directs all external incoming telephone calls following Starwood's telephone etiquette.

Answers all internally generated guest and delivery-related associate calls.

Dispatches delivery, security, banquets, engineering, housekeeping and others to the Service Express Attendants.

Takes room service orders from guests over the telephone. Enters orders into Micros system. Communicates special instructions to the kitchen and expediters. Up-sells Room Service orders.

Posts room service charges, settles tickets, completes employee financial and closes day procedures.

Takes call-in amenity and hospitality orders and organizes deliveries to guests.

Answers guests' questions and assists them with their needs, ensuring all requests are followed through and completed.

Handles guests' complaints and takes action to resolve problems.

Accepts and relays guests' messages, either manually, written or through voice mail system.

Takes requests for wake-up calls and follows through to ensure guests receive their wake-up call at the requested time.

Communicates situations where guests are dissatisfied or experiencing a problem and offers the resolution to the Manager on Duty.

Follows all accounting procedures according to guidelines to ensure proper revenues and payment on accounts are received and credited.

Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested.

Has extensive knowledge of the Room Service and Beverage Menu and provides guests with further information than what is on the menu.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.