Guest Service Agent - Overnight

Hospitality

Guest Services Agent - Sheraton Seattle Hotel, Seattle, WA

Answers and directs incoming calls from inside and outside the hotel. Takes Room Service orders. Identifies all guest needs and handles their requests. Dispatches hotel staff via two-way radio and telephone. Member of Emergency Response team.



Answers and directs all external incoming telephone calls following Starwood's telephone etiquette.

Answers all internally generated guest and delivery-related associate calls.



Dispatches delivery, security, banquets, engineering, housekeeping and others.



Answers guests' questions and assists them with their needs, ensuring all requests are followed through and completed.



Handles guests' complaints and takes action to resolve problems.



Accepts and relays guests' messages, either manually, written or through voice mail system.



Takes requests for wake-up calls and follows through to ensure guests receive their wake-up call at the requested time.



Communicates situations where guests are dissatisfied or experiencing a problem and offers the resolution to the Manager on Duty.



Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested.



Greets guests with a cheerful and pleasant voice using guests' names at least thrice during conversations.



Uses Starwood approved Service Express® Technology to ensure delivery of timed orders and other requests at the designated times, following up with delivery and other staff to ensure completion.



Performs functions of a concierge, their duties and requests, via telephone.



Responds to emergency situations calmly and effectively, according to hotel guidelines.



May perform duties of Front Office Agent as needed.



Creates an organized, cooperative, and well run work environment by completing shift checklist and following through on responsibilities.



Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes.



Performs other duties as requested by management.
REQUIREMENTS


Requires good communication skills, both verbal and written.

Must possess basic computational ability.

Must possess basic computer skills.

Must be able to sit at a desk for up to 7 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.

Must be able to lift up to 15 lbs. occasionally.

High school or equivalent education preferred.

Prior hospitality experience preferred.