Guest Experience Express Agent

Wischermann Partners, Inc.; Minneapolis (MN); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Complimentary Parking

Medical

Dental

Vision

Pet Insurance

Employer paid Life/LTD

Fully vested 401k

Employee Assistance Program

PTO

Holiday Pay (Hourly)

Recognition Program

Volunteer Initiatives

Marriott Hotel Travel Discounts

Job summary

Wischermann Partners, Inc. seeks a Service Express Agent to answer and direct incoming calls, coordinate hotel communications, and assist with emergencies. You will log and fulfill direct reservation requests and support front-of-house operations to create an exceptional guest experience.

The role requires at least two years in guest services at a full-service hotel, strong computer skills, and a team-oriented mindset. A flexible schedule is expected, with a focus on guest satisfaction.

Qualifications

• Minimum two years experience in a Guest Services position with a full-service hotel.
• Must have High School diploma or the equivalent.
• Must be able to perform job functions with attention to detail and speed and accuracy with the ability to remain calm and resolve problems using good judgement.
• Ability to work effectively with co-workers as part of a team and with minimal supervision.
• Flexibility to work a varied schedule, which may include weekends and holidays.

Responsibilities

• Perform all Front Office assigned functions to prepare and execute the ideal experience to guests.
• Answer and direct incoming calls from inside and outside the hotel using appropriate telephone etiquette.
• Dispatch department staff via GXP and other forms of communication and track completion and timeliness.
• Answer and enter all Room Service orders over the telephone with knowledge, recommendations, and the highest level of standards.
• Maintain complete knowledge of all menu items, liquor brands, beer brands, and non-alcoholic selections available in the assigned outlet.
• Maintain complete knowledge of the particular characteristics and description of every wine and champagne on the wine list.
• Maintain complete knowledge of and strictly abide by state liquor regulations, particularly those prohibiting service to minor, intoxicated persons, and drunk driving.
• Maintain complete knowledge of the Point of Sale system and work with manager to report and resolve system issues, should they arise.
• Track and coordinate internal tasks and communication.
• Anticipate guests needs and respond promptly and acknowledge all guests, however busy and regardless of time of day.
• Maintain the highest quality database of guest history, preferences, and information.
• Provide quality and genuine service by responding to guests and team members promptly, efficiently, and courteously.
• Ensure the safety and well-being of guests and co-workers by maintaining a knowledge of crisis and emergency procedures.
• Ensure inter-departmental communication and cooperation in the interest of better guest satisfaction.
• Be knowledgeable of the Hotel and surrounding area.
• Stay current with hotel procedures by attending each pre-shift and departmental meeting set.
• Ensure standards are maintained at the highest level.
• Responsible to achieve and maintain a high guest retention ratio and high guest satisfaction scores.
• Maintain confidentiality of guest information and pertinent hotel data.
• Keep work area and public areas neat and tidy at all times.
• Maintain a professional and personable appearance at all times, according to hotel standards.
• Successfully achieve the hotels core values of ownership, innovation, craft, respect, and community.
• All other duties as requested.

Skills

Guest Services

Microsoft Office

Property Management Systems

Communication platforms

Education

High School diploma or equivalent

Job description

Wischermann Partners, Inc. seeks a Service Express Agent to answer and direct incoming calls, coordinate hotel communications, and assist with emergencies. You will log and fulfill direct reservation requests and support front-of-house operations to create an exceptional guest experience.

The role requires at least two years in guest services at a full-service hotel, strong computer skills, and a team-oriented mindset. A flexible schedule is expected, with a focus on guest satisfaction.