Service Express/PBX Agent

HEI Hotels & Resorts; Atlanta (GA); On-site; USD 19,000 - 28,000; Full time

Job summary

HEI Hotels & Resorts at The Westin Buckhead Atlanta seeks a Front Office/Guest Services Associate to deliver superior guest service by handling calls and requests and routing them to the right department. You will resolve issues efficiently while maintaining a calm, professional tone in a fast-paced hotel lobby.

Responsibilities include answering calls, transcribing messages, inputting wake-up times, paging guests, and assisting with security and operations communications.

Qualifications

• 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.
• Ability to access and accurately input information using a moderately complex computer system with or without accommodation.
• Ability to sit and continuously perform essential job functions in confined spaces with others.

Responsibilities

• Promptly answer telephone calls and route to the correct extension.
• Transcribe complete messages and verify accuracy.
• Input wake up times and verbally confirm with guests.
• Page guests and patrons using the public address system.
• Provide timely information to associates and respond to emergencies.
• Remain calm and polite during busy or emergency situations.
• Perform other duties as assigned.

Skills

Communication

Patience & diplomacy

Computer literacy

Multitasking

Verbal & written

Job description

About Us

The Westin Buckhead Atlanta is a modern, newly refreshed retreat in an upscale community. The hotel has recently revitalized its public spaces, meeting rooms and guest rooms. At the Westin, our associates are treated like family. We offer competitive salaries, a complementary hot lunch, MARTA discounts and free self-parking. We also offer a variety of great incentives and participate in many community service projects. This hotel's motto is \"Respect~Family~Trust\".

Compensation

Salary Range: $17.00 - $17.00Tipped/Service Charge Eligible? NoDiscretionary 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

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!
For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off.HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

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.