SERVICE EXPRESS AGENT ( PHONE OPERATOR ) PART TIME WEEKENDS

Westin Hotel- Memphis Beale Street

SERVICE EXPRESS AGENT - PART TIME WEEKENDS

Job Title: Service Express Agent ( Phone Operator)

Reports To: Director of Guest Services and Front Office Leadership Team

Scheduled Shift - Saturday 2:30pm - 11:00pm and Sunday 2:30pm- 11:00pm

Job Type: (Hourly - Non Exempt)

Job Summary:

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.

Essential Job Responsibilities:

POSITION SUMMARY

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette; standing for long periods of time during working shift; ensure that coworkers understand their tasks. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Skills and Abilities:

· Speak clearly. Listen carefully and effectively.

· Use personal judgment and specialized knowledge to give accurate information to hotel guests.

· Communicate effectively with different types of guests, managers and fellow associates.

· Multitask as required. Handle multiple activities such as computer use, interaction with guests, answering phones, guest directly assistance, etc.

· Effectively operate telephone switchboard, Hotel Property Management System and other related software programs.

Experience/Education:

· High School Diploma or GED

· Previous guest service experience in full service hotel preferred ( 1 year minimum )

Pay Frequency and Benefits:

• Biweekly

• Vacation Time

• Sick Time

• Holiday Pay

• 401K

• Medical/Dental/Vision/Life Insurance eligible after company waiting period (Full time Employment Status Required)

• Employee Discount

Location:

• 1 work location – Memphis, TN

• No Remote Work

The Westin Memphis Beale Street provides equal employment opportunities and is a Drug Free Work environment.