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Service Express Agent

4 months ago

Whistler, Canada Westin Resort and Spa Whistler Full time

**The Impact You’ll Make**:
Our Quality Keepers know that the countless small details end up making a big impression on our customers. It is their organization, attention to detail and overall care for their work that reinforces our position as the world’s leading hospitality company.

The Service Express Agent is responsible to assist guest with check-ins and check-outs, to answer the telephones, respond to guest inquiries, provide In Room Dining options, and take In Room Dining orders.

**The Wellness you Deserve**:

- We’ll support you in and out of the workplace by offering:

- Team-spirited coworkers & encouraging management
- Learning and development opportunities
- Reward and Recognition Programs
- Staff Accommodation (based on availability)
- Enjoy Discounted Hotel stays with Marriott ‘Explore’ Program
- Complimentary Staff Meal

**What we are looking for**:

- A warm, people-oriented demeanor
- A team-first attitude
- Inspired to help and interact with others

**Position Requirements**:

- Provide prompt and efficient check in and out while adhering to Westin standards
- Upsell rooms and suggest the use of outlets on the property
- Solicit qualified new members for the Marriott Bonvoy preferred guest program
- Provide various concierge services when concierge is unavailable
- Explain services and packages available within the hotel
- Follow basic accounting principles: collect, post, verify and be able to explain all charges on a guest’s room account
- Process express check outs and delayed charges
- Control security measures by observing and reporting any unusual activities and potential problems
- Conduct business center activities such as photocopying, faxing, printing and occasional admin duties
- Handle all telephone calls while maintaining Westin’s operating procedures
- Utilize knowledge of other departments to transfer calls efficiently and effectively to increase sales and customer satisfaction
- Troubleshoot deficiencies and assign maintenance tasks as needed
- Assign guest request to appropriate associate/department
- Maintain knowledge of In Room Dining menu and procedure and adhere to these procedures
- Balance personal audit at the end of each shift
- Follow basic accounting principles including all credit procedures
- Use Microsoft Office, Galaxy and Lightspeed
- Comply with WRS’s Occupational Health and Safety Program and the Regulations of WorkSafeBC
- Report any unsafe conditions, practices or injuries to their supervisor as soon as possible
- Set a good safety example
- You may be required to stand for an 8 hour shift
- Occasional physical labour will be required to carry boxes of paper and other stock
- Requires manual dexterity to use and operate all necessary equipment
- All other duties as assigned

**Skills & Experience**
- Strong communication skills, both verbal and written, and a passion for dealing with and emotionally connecting with others
- Must be able to build and maintain credibility and relationships with customers (internal and external)
- Ability to access, input, analyze and retrieve information from computers
- Detailed knowledge of Whistler area and available services
- Minimum of two years' experience in a customer service environment
- Previous experience in a similar role in a similar size/type of property

**Health & Safety**:
Health & Safety is at our core
- Safety orientations to ensure you feel safe at work
- Proud to be COR certified - an occupational health and safety accreditation program that verifies a fully implemented safety and health program which meets national standards.
- Monthly safety committee meetings