Service Express Agent

2 weeks ago

Melbourne, Victoria, Australia Marriott International, Inc Full time

Job Number

Job Category Rooms & Guest Services Operations

Location The Westin Melbourne, 205 Collins Street, Melbourne, Victoria, Australia VIEW ON MAP

Schedule Part-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

The Westin is committed to empowering guests to enhance their well-being when they need it most - while travelling. As The Westin associates, we rise to make each day better for our guests, our communities and each other.

Discover a place where you're given a choice to not just get up and go to work, but to rise.

Join us as a Service Express Agent to feel empowered by career growth opportunities in a people-first environment.

Position Summary:

  • Rise with us and support your Guest Services team with general operational tasks
  • Be an expert on the hotel and the surrounding area, reinforcing our commitment to wellness inside our walls and beyond
  • Assign rooms according to guest requests and preferences whenever possible
  • Handle general hotel enquiries, engage and inspire guests through each guest experience
  • Assist with verifying and adjusting billing for guests whilst following up with guest questions and requests, focusing on attention to detail
  • Build and strengthen relationships with existing and new guests, creating intimate and distinctive experiences to enable future bookings

About You:
Demonstrate professional phone etiquette according to Westin standards

  • Answer external calls: provide assistance or direct call to the proper person and/or department
  • Answer any guest requests and dispatch them to the allocated operational department
  • Log all guest request information accurately on the provided log sheets
  • Follow up to ensure that all guest requests are completed in a timely manner
  • Take ownership for any issues had by unsatisfied guests and follow through until resolution
  • Utilise Opera to access hotel guest information and update reservation details
  • Assist with taking accommodation reservations when necessary
  • Ensure all tasks on the relevant Agent Checklist are completed and signed off at the end of every shift
  • Operate twoway radio and DECT Phone to communicate with Manager on Duty and other departments
  • Have a thorough knowledge of the In Room Dining menu and be aware of any communicated changes to the menu
  • Take In Room Dining orders and provide suggestions for suitable additional items to guest
  • Process In Room Dining orders accurately through Micros and communicate any special requests to the kitchen
  • Cash off all In Room Dining dockets through Micros, correctly complete end of shift cashiering and drop it in to the general cashier safe
  • Remain up to date on hotel emergency procedures and be responsible for communicating information to other departments via DECT Phone during an emergency procedure
  • Receive wakeup call requests and accurately log this information
  • Deliver wakeup calls to guest at the requested time
  • Assist department in meeting KPI targets through enrolling guests to the Marriott Bonvoy program and upselling guests to a higher room category

Our Benefits:

  • Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends
  • Be part of Life with the Works program where you can enjoy flexible working hours & locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month
  • Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting career opportunities within the Marriott International group
  • Genuine care for associates' physical, emotional and financial wellbeing through our Employee Assistance Program
  • Opportunity to receive Employee Referral Incentives and get paid for working with your friend
  • Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness

Be where you can do your best work,

begin your purpose,

belong to an amazing globalteam, and

become the best version of you.

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