**Job Number** 24012739
**Job Category** Rooms & Guest Services Operations
**Location** The Westin Melbourne, 205 Collins Street, Melbourne, Victoria, Australia VIEW ON MAP
**Schedule** Part-Time
**Located Remotely?** N
**Relocation?** N
**Position Type** Non-Management
The Westin is committed to empowering guests to enhance their well-being when they need it most - while travelling. As The Westin associates, we rise to make each day better for our guests, our communities and each other. Discover a place where you're given a choice to not just get up and go to work, but to rise. Join us as a Service Express Agent to feel empowered by career growth opportunities in a people-first environment.
Position Summary:
- Rise with us and support your Guest Services team with general operational tasks
- Be an expert on the hotel and the surrounding area, reinforcing our commitment to wellness inside our walls and beyond
- Assign rooms according to guest requests and preferences whenever possible
- Handle general hotel enquiries, engage and inspire guests through each guest experience
- Assist with verifying and adjusting billing for guests whilst following up with guest questions and requests, focusing on attention to detail
- Build and strengthen relationships with existing and new guests, creating intimate and distinctive experiences to enable future bookings
About You:
Demonstrate professional phone etiquette according to Westin standards
- Answer external calls: provide assistance or direct call to the proper person and/or department
- Answer any guest requests and dispatch them to the allocated operational department
- Log all guest request information accurately on the provided log sheets
- Follow up to ensure that all guest requests are completed in a timely manner
- Take ownership for any issues had by unsatisfied guests and follow through until resolution
- Utilise Opera to access hotel guest information and update reservation details
- Assist with taking accommodation reservations when necessary
- Ensure all tasks on the relevant Agent Checklist are completed and signed off at the end of every shift
- Operate two-way radio and DECT Phone to communicate with Manager on Duty and other departments
- Have a thorough knowledge of the In Room Dining menu and be aware of any communicated changes to the menu
- Take In Room Dining orders and provide suggestions for suitable additional items to guest
- Process In Room Dining orders accurately through Micros and communicate any special requests to the kitchen
- Cash off all In Room Dining dockets through Micros, correctly complete end of shift cashiering and drop it in to the general cashier safe
- Remain up to date on hotel emergency procedures and be responsible for communicating information to other departments via DECT Phone during an emergency procedure
- Receive wake-up call requests and accurately log this information
- Deliver wake-up calls to guest at the requested time
- Assist department in meeting KPI targets through enrolling guests to the Marriott Bonvoy program and upselling guests to a higher room category
Our Benefits:
- Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends
- Be part of Life with the Works program where you can enjoy versatile working hours & locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month
- Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting career opportunities within the Marriott International group
- Genuine care for associates' physical, emotional and financial wellbeing through our Employee Assistance Program
- Opportunity to receive Employee Referral Incentives and get paid for working with your friend
- Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness
**Be** where you can do your best work,
**begin** your purpose,
**belong** to an amazing globalteam, and
**become** the best version of you.
📌 Service Express Agent - Part Time
🏢 Marriott International
📍 Melbourne