Service Express Guest Service Agent (Full Time)
About The Position
The Service Express Guest Service Agent handles resort communications and guest requests through the resort switchboard and coordinates room service and dining reservations. The role takes and processes food and beverage orders, assigns deliveries and other tasks to waithelp staff, and helps ensure prompt service according to resort standards. The agent also communicates with applicable departments about guest requests or concerns and assists room service waithelp as needed. The position works in ordinary office conditions in room service. Work shifts and days are determined by the restaurant manager, and the agent may need to work more than 40 hours per week. The role involves sitting at a desk answering phones for most of the shift and using a computer, switchboard, telephone, radio, POS system, and office equipment.
Requirements
- Read and write to perform job duties.
- Department of Health TB clearance.
- Pleasant and friendly manner.
- Ability to multitask.
- Ability to prioritize and organize workload.
- Ability to manage stressful and challenging situations.
- Ability to sit at a desk answering a phone for most of the shift.
- Ability to communicate verbally and in writing with employees, managers, and guests or clients.
- Ability to communicate over the phone or radio.
- Proficiency using a computer for reports and dining reservations.
- Ability to use a switchboard, telephone, radio, office equipment, and the resort’s POS system.
- Ability to work shifts and days determined by the restaurant manager.
- Ability to work more than 40 hours per week when needed.
Responsibilities
- Answer and direct internal and external telephone calls in a friendly, efficient, and courteous manner through the resort’s switchboard, following standard operating procedures.
- Program and log wake-up calls.
- Retrieve and input messages and facsimiles as requested.
- Coordinate resort communications, including emergency procedures, alarms, life safety, and natural disasters.
- Take food and beverage room service orders and process them on the resort’s POS system.
- Assign deliveries and other tasks to waithelp staff and ensure prompt service according to standards.
- Take dining reservations for resort restaurants and remain knowledgeable about menus, hours of operation, and entertainment.
- Contact applicable departments regarding guest requests or concerns.
- Suggestively sell and upsell menu items.
- Consistently perform tasks according to sequence-of-service standards and SOPs.
- Assist room service waithelp as needed.
- Provide schedule information to food and beverage team members upon request.
- Recommend the resort’s restaurants and facilities to guests.
- Perform other related duties as assigned or required.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
