Service Express

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.