Service Express Agent

HEI Hotels & Resorts; The Woodlands (TX); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Medical and Dental through Anthem Blue

Vision insurance through EyeMed

Vacation, Sick and Holidays

Pet insurance through ASPCA

Disability insurance

Job summary

HEI Hotels & Resorts’ The Woodlands Resort, Curio Collection seeks a Front Office/Guest Services professional to support the front desk and field guest issues by phone, ensuring prompt, friendly service throughout the guest experience in the Houston area.

You will answer calls, dispatch to appropriate teams, manage wake-up calls, and assist during emergencies while maintaining calm, courteous communication and accurate information in a busy hotel environment.

Qualifications

• Strong guest communication skills.
• Ability to input information accurately using a moderately complex computer system.
• Ability to stay calm and professional in busy hotel environments.
• Effective verbal and written communication; adapt style to audience.

Responsibilities

• Answer telephone calls promptly and greet callers clearly.
• Direct calls using the computer console and route to correct extensions.
• Record messages accurately and verify information.
• Input wake-up times into the system and confirm with guests.
• Page guests via PA system and assist with emergencies as dispatcher.
• Provide information to associates and respond to guest requests.

Skills

Guest service

Communication

Patience diplomacy

Computer system input

Team coordination

Tools

Hotel computer system

Job description

About Us

The Woodlands Resort, Curio Collection is the perfect retreat in the Houston Area, and only 2 miles away from The Woodlands Waterway. The resort is celebrating 50 years along with The Woodlands township. At HEI, we recognize that our enormous success is solely the result of our greatest asset: Our People. Where people work is a choice. Against that choice, our greatest obligation is to ensure day in and day out that our associates have the compensation and benefits they deserve and industry leading tools, training and support that they need to excel. At HEI, simply said, we honor the privilege of our associates choosing us by investing in and making them more valuable.

About Us

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Compensation

• Salary Range: $15.00 - $15.00 Hourly
• Tipped/Service Charge Eligible? No
• Discretionary Performance Bonus Eligible? No

Overview

Support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner.

Essential Duties And Responsibilities

• Promptly answer telephone calls, greet callers with a positive and clear voice.
• Listen to ascertain the correct extension. Reading and using a moderately complex computer console, direct calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions.
• Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.
• Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.
• Page guests and patrons using the public address system in a courteous and clear manner.
• Act as dispatcher for security, guest services and property operations associates.
• Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.
• Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.
• Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures.
• Initiate emergency response as necessary and legibly document pertinent details.
• Remain calm and polite especially during emergency situations or heavy hotel activity. Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.

Qualifications and Skills

• Must communicate well with guests.
• Ability to effectively deal with associates and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
• Ability to access and accurately input information using a moderately complex computer system with or without reasonable accommodation.
• Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates with or without reasonable accommodation.
• Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

• Medical and Dental programs through Anthem Blue Cross Blue Shield
• Vision insurance programs through EyeMed
• Vacation, Sick and Holiday programs
• pet insurance through the ASPCA
• Supplemental, Spousal and Child Life insurance
• Short and Long-Term Disability plans
• 401(k) Savings Plan with matching funds
• discounts through our 'YouDecide' and Hotel Room Discount programs

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.