Position Purpose
Responsible to serve as the hotel’s central communication and service coordination hub, ensuring prompt, professional, and seamless guest assistance while maintaining safety, efficiency, and service excellence.
Essential Job Functions
Customer Service
- Answer the Service Express telephone within three (3) rings with established telephone greeting with a cheerful and pleasant voice using guests' names. Directing switchboard calls to the correct party
- Record and disperse messages for guests when unavailable. Assist guests in any telephone service requested, including, but not limited to wake up calls and overseas calls. Accept, record and place all wake up calls
- Respond to emergencies including but not limited to bomb threats, fires and medical emergencies in accordance with the hotel policies and procedures. Provide outside access to house phones as requested. Page department personnel as requested. Dispatch Delivery Agents to carry out specific tasks
- Interact in courteous and professional manner with guests, co-workers and supervisors
- Appropriate person of request and follow up to ensure it was resolved
- Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested
- Takes room service orders from guests over the telephone. Enters orders into Micros system. Communicates special instructions to the kitchen and expeditors. Up-sells room service orders
- Has extensive knowledge of the In Room Dining Service and Beverage Menu and provides guests with further information than what is on the menu. Provides a professional and immediate response to guests concerning all menu items and their preparation
Customer Service
- Coordinate operations' direction in delivery of various guest requested items including but not limited to housekeeping amenities, guest faxes and retrieving and delivering guest laundry
- Maintain safety and cleanliness of work station. Ensure work area meets standards set at completion of work shift
- Performs functions of a concierge, their duties and requests, via telephone
- Creates an organized, cooperative, and well run work environment by completing shift checklist and following through on responsibilities
- Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes
- Report any problems to appropriate personnel. Follow up to ensure correction of problem
Other
- Be familiar with all food venue menus and specials, including seasonal changes and special promotions
- Assist with related duties and special projects as requested
- Attending training sessions set out by the Westin Resort to ensure continued personal development
Qualifications
Required Knowledge and Skills
- Must be able to type 45 words per minute. Prior experience executing routine clerical duties, including, but not limited to typing, filing, sorting out mail, telephone skills, copying, receiving, sending and distributing incoming and outgoing mail
- Must be able to speak, read, and write at a high school graduate level
- Must be able to operate multi-line switchboard
- Requires good communication skills, both verbal and written
- Must possess basic computational ability
- Must be able to convey a smile over the phone
- Good telephone etiquette
- Must maintain good relations with staff and guests
- Must maintain confidentiality of guests
- Must be able to comprehend and follow instructions, to make decisions without supervision and to prioritize tasks in order to meet appropriate deadlines
- Must be able to memorize, recollect, and quickly retrieve dates, names, times, and other data
- Must be able to converse calmly with irate guests, superiors, and subordinates in sometimes intense emotional situations
- Must be able to focus and maintain attention to the performance of tasks despite periods of interruptions
- Must be able to work under pressure and complete assignments on time when confronted with frequent stressful, emergency, critical or unusual situations
- Must be able to work and complete assignments on time when confronted with in which working speed and sustained attention are critical aspects of successful completion of the job
- Knowledge of Guam and vicinity, including, but not limited to attractions, directions, and restaurant
- Must be able to sit, lift, reach, twist, turn, and graps
Preferences
Preferred Education and Experience
- High School or equivalent education required
- Minimum one year of customer service experience within the hotel/leisure/retail sector preferred
- Minimum one year related experience working with high volume phones preferred
Preferred Eligibility Qualifications
- Ability to converse in two or more languages preferred.
Due to the cyclical nature of the hospitality industry, employees 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.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Job description is subject to change at any time.
The Westin Resort Guam is an equal opportunity affirmative action employer and selects individuals best matched for the job based upon job-related qualifications regardless of gender, race, color, religion, creed, sex, sexual orientation, age, national origin, pregnancy, ancestry, marital status, veteran status, disability, handicap, citizenship status or any other status or characteristic protected by law.
