Service Express Agent
The Westin Hilton Head Island Resort & Spa
Location: US - SC - Hilton Head Island
Jan 19, 2013
Employer
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Job Details
Service Express Agent
Company
At Starwood, we are committed to sourcing, attracting and selecting the best talent to meet our business needs. Our Recruitment Philosophy is governed by 3 guiding principles: Consistency: All candidates for a particular position go through the same process. Diversity: At Starwood, we value the different perspectives and innovative ideas that come from having a diverse associate base. We, therefore, leverage a variety of sources in our efforts to identify the very best talent and ensure the diversity of the candidates that are presented to hiring managers. Candidate as guest: Giving our guests great experiences and achieving exceptional results begins with having great talent. At Starwood, we believe this all starts with giving our candidates meaningful and memorable experiences during each step of the recruitment process.
Location
The Westin Hilton Head Island Resort & Spa is a 412 room, beachfront property featuring five F&B outlets, 3 pools, a whirlpool, and 28,000 sq ft of meeting space. Our team is committed to giving outstanding customer service in a professional, friendly and high energy environment.
Department
Service Express is a part of the Front Office Team. 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.
Job Description
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. 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 thrice 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 completion. 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. 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 employees are required to fully comply with Starwood rules and regulations for the safe and effective operation of the hotel's facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including...
Company
At Starwood, we are committed to sourcing, attracting and selecting the best talent to meet our business needs. Our Recruitment Philosophy is governed by 3 guiding principles: Consistency: All candidates for a particular position go through the same process. Diversity: At Starwood, we value the different perspectives and innovative ideas that come from having a diverse associate base. We, therefore, leverage a variety of sources in our efforts to identify the very best talent and ensure the diversity of the candidates that are presented to hiring managers. Candidate as guest: Giving our guests great experiences and achieving exceptional results begins with having great talent. At Starwood, we believe this all starts with giving our candidates meaningful and memorable experiences during each step of the recruitment process.
Location
The Westin Hilton Head Island Resort & Spa is a 412 room, beachfront property featuring five F&B outlets, 3 pools, a whirlpool, and 28,000 sq ft of meeting space. Our team is committed to giving outstanding customer service in a professional, friendly and high energy environment.
Department
Service Express is a part of the Front Office Team. 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.
Job Description
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. 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 thrice 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 completion. 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. 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 employees are required to fully comply with Starwood rules and regulations for the safe and effective operation of the hotel's facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including...
Additional Details
No
Applicants who do not already have legal permission to work in the United States will not be considered.
No
Yes
No
Hotel/Resort
Sales