Job Details
Job Location
The Westin Sarasota - Sarasota, FL
Position Type
Full-Time/Part-Time
Salary Range
$15.50 - $15.50 Hourly
Job Shift
Any
Job Category
Hospitality - Hotel
Description
Position Summary: Answers and directs incoming calls from inside and outside the hotel. Take Room Service orders.  Identifies all guest needs and handles their requests.  Dispatches department staff via two-way radio and telephone.
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Essential functions:
• Answers and directs all external incoming telephone calls following Westin telephone etiquette.
• Answers all internally generated guest and delivery-related team member calls.  Greets guest with a cheerful and pleasant voice using guests’ names at least three times during conversation.
• Dispatches delivery, security, banquets, engineering, housekeeping and others to the appropriate personnel.
• Takes room service orders from guests over the telephone.  Enters orders in POS (Point of Service) system.  Communicates special instructions to the kitchen and expeditors.  Up-sells Room Service orders.
• Posts room service charges and settle tickets when needed.
• Takes call-in amenity and hospitality orders and organizes deliveries to guests.
• Answers guests’ questions and assists them with their need, ensuring all requests are followed through and completed.
• Accepts and relays guests’ messages, either manually, written or though voice mail system.
• Takes request for wake-up calls and follows through to ensure guest receive their wake-up call at the requested time.
• Maintains up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested.
• Communicates situations in which guest are dissatisfied or experiencing a problem with management.
• Responds to emergency situation calmly and effectively, according to hotel guidelines.
Qualifications
Qualifications:
Education: High school diploma or GED.
Experience: Prior hospitality experience required.
• Must be able to read and write to facilitate the communication process.
• Must possess basic computer skills.
• Must possess basic computational ability.
• Must be able to sit at a desk for up to 8 hours per day.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.