Service Express Command Center Agent at The Westin Kierland Resort & Spa - Full Time

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POST DATE 9/11/2016
END DATE 10/11/2016

The Westin Kierland Resort & Spa Scottsdale, AZ

Scottsdale, AZ
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)


Service Express Command Center Agent at The Westin Kierland Resort & Spa - Full Time Company Starwood Hotels & Resorts Worldwide, Inc. is one of the leading hotel and leisure companies in the world with more than 1,300 properties in over 100 countries and over 180,000 employees at its owned and managed properties. Starwood is a fully integrated owner, operator and franchisor of hotels, resorts and residences under the renowned brands: St. Regis(R), The Luxury Collection(R), W(R), Westin(R), Le Méridien(R), Sheraton(R), Tribute Portfolio, Four Points(R) by Sheraton, Aloft(R), Element(R), along with an expanded partnership with Design Hotels. The Company also boasts one of the industrys leading loyalty programs, Starwood Preferred Guest (SPG(R)). Please visit for more information. The Company is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law. Location The Westin Kierland Resort & Spa is a AAA Four Diamond resort located in the shadows of the McDowell Mountains. This business and leisure property is an integral part of the exclusive, 730-acre master-planned community of Kierland which features upscale residences and dozens of shops, galleries and restaurants. We are located just off of Scottsdale Road, 10 miles from historic downtown Scottsdale, and 20 miles from downtown Phoenix. We have 730 distinctively different and Heavenly guest rooms, including 270 villas situated in this beautiful oasis. Our full-service spa offers numerous services that will rejuvenate, renew and restore. Our Guests can relax in one of our two enticing pools which include the Lazy River that meanders throughout. Our Fun Department focuses on all things fun and exciting for Guests of every age and background from scavenger hunts to technology challenges. Here at the Westin Kierland Resort and Spa, cuisine takes center stage. Our highly talented chefs reveal their culinary creativity in ten dining options available at The Resort. These outlets include: Nellie Cashmans, In-Room Dining, Brittlebush Bar & Grill, Waltz & Weiser Saloon, Dreamweavers Canyon, J. Swillings, Edies Range House, The Rim Lobby Lounge, Coffee Flats & Snowballs, and deseo. Everything you might imagine is here waiting for you at the Westin Kierland Resort and Spa. Department Job Description Service Express Command Center Agent at The Westin Kierland Resort & Spa Non-Exempt / Hourly / Full Time Be the very first point of contact for our guests calling the beautiful Westin Kierland Resort and Spa! Our Guest Services / Telephone Agent team is responsible for extending a personal and instinctual greeting for those calling into and within our property. This position is an information source for those requesting information. Knowledge of the property's amenities, hotel layout, and area attractions will be necessary for this person's success. Exceptional communication and organizational skills are required. Basic computer aptitude also needed in order to maintain hotel reports and access web based information. Previous customer service experience required and hospitality experience preferred due to the high level of guest (internal and external) contact. Food and beverage experience strongly preferred, but not required. Ideal candidate will have previous experience working multi-phone lines in a high volume business environment. Ability to work a flexible schedule including days, evenings, weekends, and holidays required (overnight shifts may be required). If you would like to be in a position where you provide valuable information to others and you enjoy working directly with the public, then this opportunity may be calling you! Apply now while you're thinking about it - please follow the on-line application instructions for this opportunity at If you are currently a Starwood Hotels & Resorts associate, and you want your journey to continue, then please visit your Human Resources Department to obtain the necessary transfer paperwork. Once completed, please apply through StarwoodOne. Requirements POSITION PURPOSE Answers and directs incoming calls from inside and outside the hotel. Takes Room Service orders. Identifies all guest needs and handles their requests. Dispatches Service Express delivery attendants and other hotel staff via two-way radio and telephone. Member of Emergency Response team. The Service Express(R) Agent is a back-of-the-house concierge. ESSENTIAL FUNCTIONS AVERAGE ' OF TIME 20' Answers and directs all external incoming telephone calls following Starwoods telephone etiquette. 20' Answers all internally generated guest and delivery-related associate calls. 10' Dispatches delivery, security, banquets, engineering, housekeeping and others to the Service Express(R) Attendants. 10' Takes room service orders from guests over the telephone. Enters orders into Micros system. Communicates special instructions to the kitchen and expediters. Up-sells Room Service orders. 2.5' Posts room service charges, settles tickets, completes employee financial and closes day procedures. 2' Takes call-in amenity and hospitality orders and organizes deliveries to guests. 2' Answers guests questions and assists them with their needs, ensuring all requests are followed through and completed. 2.5' Handles guests complaints and takes action to resolve problems. 2' Accepts and relays guests messages, either manually, written or through voice mail system. 2.5' Takes requests for wake-up calls and follows through to ensure guests receive their wake-up call at the requested time. 2' Communicates situations where guests are dissatisfied or experiencing a problem and offers the resolution to the Manager on Duty. 2' Follows all accounting procedures according to guidelines to ensure proper revenues and payment on accounts are received and credited. 2' Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested. 2' Has extensive knowledge of the Room Service and Beverage Menu and provides guests with further information than what is on the menu. 2' Provides a professional and immediate response to guests concerning all menu items and their preparation. 2.5' Greets guests with a cheerful and pleasant voice using guests names at least thrice during conversations. 2' Uses Starwood approved Service Express(R) Technology to ensure delivery of timed orders and other requests at the designated times, following up with delivery and other staff to ensure completion. 2' Performs functions of a concierge, their duties and requests, via telephone. 2' Responds to emergency situations calmly and effectively, according to hotel guidelines. 2' May perform duties of Front Office Agent as needed. 2' Creates an organized, cooperative, and well run work environment by completing shift checklist and following through on responsibilities. 2' Helps to identify process problems and deficient areas in the hotel and suggests solutions for permanent fixes. 2' Performs other duties as requested by management. Other: Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the