What are the responsibilities and job description for the Service Express position at KOLTER HOSPITALITY GROUP?
Position Summary: Answers and directs incoming calls from inside and outside the hotel. Take Room Service orders. Identifies all guest needs and handles their requests. Dispatches department staff via two-way radio and telephone.
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Essential functions:
- Answers and directs all external incoming telephone calls following Westin telephone etiquette.
- Answers all internally generated guest and delivery-related team member calls. Greets guest with a cheerful and pleasant voice using guests’ names at least three times during conversation.
- Dispatches delivery, security, banquets, engineering, housekeeping and others to the appropriate personnel.
- Takes room service orders from guests over the telephone. Enters orders in POS (Point of Service) system. Communicates special instructions to the kitchen and expeditors. Up-sells Room Service orders.
- Posts room service charges and settle tickets when needed.
- Takes call-in amenity and hospitality orders and organizes deliveries to guests.
- Answers guests’ questions and assists them with their need, ensuring all requests are followed through and completed.
- Accepts and relays guests’ messages, either manually, written or though voice mail system.
- Takes request for wake-up calls and follows through to ensure guest receive their wake-up call at the requested time.
- Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested.
- Communicates situations in which guest are dissatisfied or experiencing a problem with management.
- Responds to emergency situation calmly and effectively, according to hotel guidelines.
Qualifications:
Education: High school diploma or GED.
Experience: Prior hospitality experience required.
- Must be able to read and write to facilitate the communication process.
- Must possess basic computer skills.
- Must possess basic computational ability.
- Must be able to sit at a desk for up to 8 hours per day.
- Hotel experience required of at least 1 year.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future.
Salary : $16