What are the responsibilities and job description for the Service Express Agent position at Richmond Marriott Short Pump?
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Careers at Commonwealth Lodging
Top Notch Talent World Class Hospitality
We take a proactive, hands-on approach to hotel management. Our team boasts extensive experience in all areas of hospitality management.
Core Values: Team First, Own It, Relationship Oriented, Professionalism, Integrity/Honest
Position Summary
Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing the internet and guestroom entertainment.
Physical responsibilities include carrying a large oval tray with 6 covered dinners, approximately 20 pounds; Exert physical effort in lifting/transporting at least 50 pounds; push/pull carts and other equipment up to 150 pounds; endure various physical movements throughout the work areas; work environment - Front Office / F&B outlets, and all areas of the hotel; job involves working under variable temperature conditions and noise levels, in indoor and outdoor settings; must be able to stand and exert well-paced mobility for lengthy periods of time.
Preferred Qualifications
Education: High School Graduate or General Education Degree (GED): or Work Equivalent
Related Work Experience: Minimum of 1-2 years of experience in telephone operations.
Requires Previous guest/customer relations training. Good understanding of the English language and good communication skills both written and verbal. Satisfactorily communicate with guests, management and co-workers to their understanding.
Supervisory Experience: None