Service Express Agent/PBX Shift Full Time
The Westin Houston, Memorial City
Location: US - TX - Houston
Feb 9, 2013
Employer
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Job Details
Service Express Agent/PBX Shift Full Time
Company
Starwood Hotels & Resorts Worldwide, Inc., one of the leading hotel and leisure companies in the world with more than 1000 properties in over 100 countries, is a fully integrated owner, operator and franchisor of hotels and resorts with the following internationally renowned brands: St. Regis®, The Luxury Collection®, Sheraton®, Westin®, Four Points® by Sheraton, W®, Le Méridien®, Aloft®and ElementSM. Starwood Vacation Ownership, Inc., a subsidiary of Starwood Hotels & Resorts Worldwide, Inc., is one of the premier developers and operators of high quality vacation interval ownership resorts. For more information, please visit www.starwoodhotels.com or www.starwoodvacationownership.com.
Location
Rejuvenate and refresh your careers at the New Westin Houston Memorial City Hotel. Conveniently connected to Memorial City Mall and near Houston's evolving CityCentre area, the Energy Corridor and the Westchase District, our hotel is an oasis from the everyday. Relaxing and convenient, we offer the ultimate experience for leisure and business travelers.
Department
The Service Express Department is responsible for receiving and answering all incoming calls to the hotel as well as taking any room service orders.
Job Description
POSITION PURPOSE This is a full time posiiton requiring flexible schedule. Answers and directs incoming calls from inside and outside the hotel. Takes Room Service orders. Identifies all guest needs and handles their requests. Dispatches Service Express delivery attendants and other hotel staff via two-way radio and telephone. Member of Emergency Response team. The Service Express® Agent is a back-of-the-house concierge. ESSENTIAL FUNCTIONS AVERAGE % OF TIME 20% Answers and directs all external incoming telephone calls following Starwood's telephone etiquette. 20% Answers all internally generated guest and delivery-related associate calls. 10% Dispatches delivery, security, banquets, engineering, housekeeping and others to the Service Express® Attendants. 10% 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. 2.5% Posts room service charges, settles tickets, completes employee financial and closes day procedures. 2% Takes call-in amenity and hospitality orders and organizes deliveries to guests. 2% Answers guests' questions and assists them with their needs, ensuring all requests are followed through and completed. 2.5% Handles guests' complaints and takes action to resolve problems. 2% Accepts and relays guests' messages, either manually, written or through voice mail system. 2.5% Takes requests for wake-up calls and follows through to ensure guests receive their wake-up call at the requested time. 2% Communicates situations where guests are dissatisfied or experiencing a problem and offers the resolution to the Manager on Duty. 2% Follows all accounting procedures according to guidelines to ensure proper revenues and payment on accounts are received and credited. 2% Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested. 2% Has extensive knowledge of the Room Service and Beverage Menu and provides guests with further information than what is on the menu. 2% Provides a professional and immediate response to guests concerning all menu items and their preparation. 2.5% Greets guests with a cheerful and pleasant voice using guests' names at least thrice during conversations. 2% 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 completion. 2% Performs functions of a concierge, their duties and requests, via telephone. 2% Responds to emergency situations calmly and effectively, according to hotel guidelines. 2% May perform duties of Front Office Agent as needed. 2% Creates an organized, cooperative, and well run work environment by completing shift checklist and following through on responsibilities. 2% Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes. 2% Performs other duties as requested by management. Other: Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. Upon employment, all em...
Company
Starwood Hotels & Resorts Worldwide, Inc., one of the leading hotel and leisure companies in the world with more than 1000 properties in over 100 countries, is a fully integrated owner, operator and franchisor of hotels and resorts with the following internationally renowned brands: St. Regis®, The Luxury Collection®, Sheraton®, Westin®, Four Points® by Sheraton, W®, Le Méridien®, Aloft®and ElementSM. Starwood Vacation Ownership, Inc., a subsidiary of Starwood Hotels & Resorts Worldwide, Inc., is one of the premier developers and operators of high quality vacation interval ownership resorts. For more information, please visit www.starwoodhotels.com or www.starwoodvacationownership.com.
Location
Rejuvenate and refresh your careers at the New Westin Houston Memorial City Hotel. Conveniently connected to Memorial City Mall and near Houston's evolving CityCentre area, the Energy Corridor and the Westchase District, our hotel is an oasis from the everyday. Relaxing and convenient, we offer the ultimate experience for leisure and business travelers.
Department
The Service Express Department is responsible for receiving and answering all incoming calls to the hotel as well as taking any room service orders.
Job Description
POSITION PURPOSE This is a full time posiiton requiring flexible schedule. Answers and directs incoming calls from inside and outside the hotel. Takes Room Service orders. Identifies all guest needs and handles their requests. Dispatches Service Express delivery attendants and other hotel staff via two-way radio and telephone. Member of Emergency Response team. The Service Express® Agent is a back-of-the-house concierge. ESSENTIAL FUNCTIONS AVERAGE % OF TIME 20% Answers and directs all external incoming telephone calls following Starwood's telephone etiquette. 20% Answers all internally generated guest and delivery-related associate calls. 10% Dispatches delivery, security, banquets, engineering, housekeeping and others to the Service Express® Attendants. 10% 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. 2.5% Posts room service charges, settles tickets, completes employee financial and closes day procedures. 2% Takes call-in amenity and hospitality orders and organizes deliveries to guests. 2% Answers guests' questions and assists them with their needs, ensuring all requests are followed through and completed. 2.5% Handles guests' complaints and takes action to resolve problems. 2% Accepts and relays guests' messages, either manually, written or through voice mail system. 2.5% Takes requests for wake-up calls and follows through to ensure guests receive their wake-up call at the requested time. 2% Communicates situations where guests are dissatisfied or experiencing a problem and offers the resolution to the Manager on Duty. 2% Follows all accounting procedures according to guidelines to ensure proper revenues and payment on accounts are received and credited. 2% Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested. 2% Has extensive knowledge of the Room Service and Beverage Menu and provides guests with further information than what is on the menu. 2% Provides a professional and immediate response to guests concerning all menu items and their preparation. 2.5% Greets guests with a cheerful and pleasant voice using guests' names at least thrice during conversations. 2% 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 completion. 2% Performs functions of a concierge, their duties and requests, via telephone. 2% Responds to emergency situations calmly and effectively, according to hotel guidelines. 2% May perform duties of Front Office Agent as needed. 2% Creates an organized, cooperative, and well run work environment by completing shift checklist and following through on responsibilities. 2% Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes. 2% Performs other duties as requested by management. Other: Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. Upon employment, all em...
Additional Details
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Applicants who do not already have legal permission to work in the United States will not be considered.
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Hotel/Resort
Reservations