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Service Express/Rapid Response Agent

Department: Rapid Response Agent, Service Express Date: November 7, 2018


Reports to: (as applicable)


Front Office Manager Assistant Front Office Manager


FLSA Designation: Non-Exempt


Position Purpose: 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. Essential Functions: Answer and direct all external incoming telephone calls.


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


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


Take room service orders from guests over the telephone. Enter orders into Micros system. Communicate special instructions to the kitchen and expediters. Up-sell Room Service orders.


Post room service charges, settle tickets, complete employee financial and close day procedures.


Take call-in amenity and hospitality orders and organize deliveries to guests.


Answer guests? questions and assist them with their needs, ensuring all requests are followed through and completed.


Handle guests? complaints and take action to resolve problems.


Accept and relay guests? messages, either manually, written or through voice mail system.


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


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


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


Maintain 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 provide guests with further information than what is on the menu.


Provide a professional and immediate response to guests concerning all menu items and their preparation.


Greet guests with a cheerful and pleasant voice using guests? names during conversations.


Ensure delivery of timed orders and other requests at the designated times, following up with delivery and other staff to ensure completion.


Perform functions of a concierge, their duties and requests, via telephone.


Respond to emergency situations calmly and effectively, according to hotel guidelines.


Follow safety and sanitation policies and procedures.


Perform any other job duties as assigned. Job Specific Requirements, Skills, Knowledge and Abilities:


The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, or using some other combination of knowledge, skills, and abilities:


Must be able to speak, read, write and understand the primary language(s) used in the workplace (English).


Requires good communication skills, both verbal and written.


Must possess basic computational ability.


Must possess basic computer skills.


Basic food/beverage knowledge.


Ability to describe all menu items, pricing and methods of preparation. Upsell whenever possible.


Professional, warm demeanor ? service oriented.


Demonstrated ability to multi-task, manage time and work well under pressure.


Physical Demands:


Physical demands commonly associated with the performance of the functions of this job.


Most work tasks are performed indoors. Temperature generally is moderate and controlled by hotel environmental systems


Walking, climbing stairs and standing are required throughout most of the working day. Length of time of these tasks may vary from day to day and task to task.


Must be able to exert well-paced ability in limited space.


Must have the ability to bend, squat and lift up to 50 lbs on occasion.


Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.


Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.


Talking and hearing occur continuously in the process of communicating with guests, supervisors and other associates.


Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception. 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. Associates 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, associates 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 associates are required to fully comply with Schulte rules and regulations for the safe and effective operation of the hotel?s facilities. Associates who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.


Education High school or equivalent education required.


Experience One year of experience in a customer service operation required. Prior hotel experience preferred.


Licenses or Certificates Must be minimum age to serve alcohol according to state specific regulations.


Grooming All associates must maintain a neat, clean and well-groomed appearance per Schulte standards. This role description is not an exclusive or exhaustive list of all job functions that an associate in this position may be asked to perform from time to time.


?Commonly associated? is not intended to mean always or only. There may be different experiences that suggest other ways or circumstances where reasonable changes or accommodations are appropriate. The statements herein are intended to describe the general nature and level of work being performed by associates, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.


All requirements are open to possible modification to reasonably accommodate individuals with disabilities.


Westin?s workplace culture is designed with the associate experience in mind. Here, associates are empowered to be at their best and to infuse a spirit of well-being into each guest experience ensuring guests leave feeling better than when they arrived



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