Service Express Agent

Job summary

The Service Express Agent manages guest requests and inquiries via phone, email, and chat while operating the hotel switchboard. They coordinate with various departments to ensure guest issues are resolved and provide information regarding property amenities and services.

Job details

POSITION SUMMARY Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. PREFERRED QUALIFICATIONS Education: High school diploma or G.E.D. equivalent. Related Work Experience: No related work experience. Supervisory Experience: No supervisory experience. License or Certification: None At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. Notification to Applicants: The Westin Ottawa takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email CanadaApplicationAccommodation@marriott.com [CanadaApplicationAccommodation@marriott.com] and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process. This posting is for an existing vacancy. At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

What you’ll do

The Service Express Agent manages guest requests and inquiries via phone, email, and chat while operating the hotel switchboard. They coordinate with various departments to ensure guest issues are resolved and provide information regarding property amenities and services.

Requirements

Candidates must possess a high school diploma or G.E.D. equivalent and demonstrate professional communication skills. While no prior work experience is required, bilingualism in French and English and Smart Serve certification are preferred.

Benefits

• Marriott Travel Discounts
• Staff Meal Program
• Health Benefits
• Dental Benefits

Listed skills

• Customer service · Preferred
• Communication · Preferred
• Problem solving · Preferred
• Data entry · Preferred
• Multitasking · Preferred
• interpersonal skills · Preferred
• Attention to detail · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Telephone Etiquette
• Communication
• Problem Solving
• Data Entry
• Point-of-sale System
• Hospitality
• Multitasking
• Interpersonal Skills
• Attention To Detail
• Bilingualism
• Smart Serve Certification
• Optimism
• Supervision
• Housekeeping
• Confidentiality
• Point Of Sale
• Quality Assurance
• Transaction Log

Job areas

• Hospitality
• Customer Service & Support
• Administrative
• Service Express Agent
• Reservation / Ticket Agent
• Travel Consultants and Clerks
• Reservation and Transportation Ticket Agents and Travel Clerks

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