Service Express Agent

HEI Hotels & Resorts - Houston, TX

Full-time - Entry Level

Houston, TX

Accommodation

About the position

The Service Express Agent at The Laura Hotel plays a crucial role in ensuring superior guest service by managing all guest inquiries and requests received via telephone. This position is focused on addressing and resolving guest issues efficiently and effectively, contributing to a memorable experience for hotel patrons.

Responsibilities

• Promptly answer telephone calls and greet callers positively.
• Listen to ascertain the correct extension and direct calls appropriately using a computer console.
• Transcribe complete messages and verify accuracy by repeating information.
• Input and retrieve messages from the computer as requested.
• Receive and input wake-up call information into the automated system, confirming times with guests.
• Page guests and patrons courteously using the public address system.
• Act as dispatcher for security and guest services, providing timely information in emergencies.
• Answer basic inquiries regarding time, extension numbers, and outlet hours.
• Respond to emergency calls, documenting details and initiating emergency responses as necessary.
• Remain calm and polite during emergencies or busy periods, resolving complications and complaints effectively.
• Comply with attendance rules and be available to work regularly.
• Perform any other job-related duties as assigned.

Requirements

• Excellent communication skills with guests and associates.
• Ability to handle high-pressure situations with patience and tact.
• Proficient in using a moderately complex computer system for information input and retrieval.
• Ability to sit for extended periods in confined spaces while performing job functions.
• Effective verbal and written communication skills, adaptable to different audiences.

Benefits

• Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield.
• Vision insurance programs through EyeMed.
• Vacation, Sick, and Holiday programs for time off.
• Pet insurance through the ASPCA.
• Supplemental, Spousal, and Child Life insurance options.
• Short and Long-Term Disability plans.
• 401(k) Savings Plan with matching funds.
• Discounts through 'YouDecide' and Hotel Room Discount programs.
• Access to earnings through DailyPay.