FT- Service Express Agent

HEI Hotels & Resorts•Houston, TX

4d•Onsite

About The Position

Support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner. This role requires sitting in a confined space for long periods of time to continuously perform essential functions. The agent will also act as a dispatcher for security, guest services, and property operations associates, providing timely information via paging system and two-way radios in response to emergencies and guest requests.

Requirements

Must communicate well with guests.
Ability to effectively deal with associates and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
Ability to access and accurately input information using a moderately complex computer system with or without reasonable accommodation.
Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates with or without reasonable accommodation.
Effective verbal and written communication skills.
Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Responsibilities

Promptly answer telephone calls, greet callers with a positive and clear voice.
Listen to ascertain the correct extension and direct calls to the appropriate line using a computer console.
Transcribe complete messages and repeat information to verify accuracy.
Input and retrieve messages from the computer as requested.
Receive wake up call information, input into the automated wake-up system, and confirm the time with the guest.
Page guests and patrons using the public address system.
Act as dispatcher for security, guest services, and property operations associates.
Provide timely information via paging system and two-way radios to associates in response to emergencies and guest requests.
Answer basic inquiries, such as time, extension numbers, and outlet hours.
Immediately answer the emergency line, identify the nature of the problem, and respond appropriately.
Initiate emergency response as necessary and document pertinent details.
Remain calm and polite during emergency situations or heavy hotel activity.
Resolve complications and complaints such as missed wake up calls or missed messages.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.