Overnight Service Express Agent

2 weeks ago

Whistler, Canada Westin Resort and Spa Whistler Full time

**OVERVIEW**:
The Overnight 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.

**MAJOR DUTIES & RESPONSIBILITIES**:

- Provide prompt and efficient check in and out while adhering to Westin standards.
- Up-sell rooms and suggest the use of outlets on our property.
- Solicit qualified new members for the Starwood 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 secretarial 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.
- 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.
- All other duties as assigned

**SKILLS AND 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

**GENERAL REQUIREMENTS**:

- Must be able to work the overnight shift.
- You may be required to stand for an 8-hour shift.
- Occasional physical labor will be required to carry boxes of paper and other stock.
- Requires manual dexterity to use and operate all necessary equipment.

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