Service Express Agent

Hei Hotels Inc.; The Woodlands, Northern (TX, KY); Hybrid; USD 17,000 - 24,000; Full time

Benefits offered by this job

Medical and Dental

Vision insurance

Vacation and Holidays

401(k) Savings Plan with matching

Job summary

The Woodlands Resort, Curio Collection, part of HEI Hotels & Resorts, is seeking a Front Office Associate to deliver exceptional guest service by handling calls and guest requests with urgency and courtesy.

Responsibilities include greeting callers, routing calls, transcribing messages, and providing accurate information while maintaining calm under busy hotel activity. Eligible for benefits and opportunities within HEI's team-oriented culture.

Qualifications

• Must communicate well with guests.
• Ability to deal with associates and customers with tact and diplomacy.
• Ability to input information using a moderately complex computer system.
• Ability to sit in confined spaces for long periods while performing essential functions.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences.

Responsibilities

• Answer telephone calls and greet callers with a positive voice.
• Direct calls to the appropriate extension via a moderately complex computer console.
• Transcribe complete messages and repeat information for accuracy.
• Input and retrieve messages from the computer as requested.
• Read and verbally recite exact messages for guests.
• Provide wake up call information and verify timing with guests.
• Page guests 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 radios for emergencies and guest requests such as plumbing or shuttle services.
• Respond to basic inquiries, times, extensions, and outlet hours.

Skills

Guest service

Customer communication

Computer literacy

Patience & diplomacy

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, we honor the privilege of our associates choosing us by investing in and making them more valuable.

We are dedicated to building a diverse and inclusive workplace.

We value U.S. military experience.

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.
• Read and use a moderately complex computer console to direct calls to the appropriate line.
• Require 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

• Competitive 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.
• Partner with DailyPay, a voluntary benefit that allows associates access to their earnings when they want them.

Equal Opportunity

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.