Answers the Service Express telephone within (3) three rings with established standard telephone greeting using the guests name. Take all requests with 100% accuracy. Log all requests in guest inquiry log. Answers and directs all 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. Communicates special instructions to the kitchen and expediters. Up-sells Room Service orders.
Takes call-in amenity and hospitality orders and organizes deliveries to guests. Answers guests’ questions and assists them with their needs, ensuring all guest 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. Provides a professional and immediate response to guests concerning all menu items and their preparation.
Greets guests with a cheerful and pleasant voice using guests names at least twice during conversations. Uses Starwood approved Service Express® Technology to ensure delivery of timed orders and other requests at the designated times, following up with delivery and other staff to ensure completed timely. Performs functions of a concierge, their duties and requests, via telephone. Responds to emergency situations calmly and effectively, according to hotel guidelines. May perform duties of Front Office Agent as needed.
Creates an organized, cooperative, and well run work environment by completing shift checklist and following through on responsibilities. Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes.
Performs other duties as requested by management.
