Service Express Agent

Job Description

Job Description

Job Summary

The Service Express Agent serves as the central point of contact for all guest requests and internal communications. This role handles incoming calls (internal and external), processes guest orders (such as In-Room Dining), dispatches requests to Housekeeping or Engineering, and ensures that every guest interaction is seamless, professional, and warm.

• Rapid Response Orchestration: Monitor and respond to all guest and internal inquiries within 3 rings or 30 seconds, ensuring no request goes unanswered or unlogged.

• Data Accuracy & Entry: Maintain a 100% accuracy rate when entering guest information, guest requests, and In-Room Dining orders into the Property Management System (PMS).

• Interdepartmental Liaison: Act as the primary "bridge" between the guest and the back-of-house teams (Housekeeping, Engineering, Security), ensuring clear communication of priorities and urgency.

• Guest Conflict Resolution: Independently resolve minor guest complaints or "service failures" over the phone using empowered decision-making (e.g., offering a late checkout or small amenity) before escalating to management.

• Safety & Security Coordination: Execute emergency communication protocols with precision, including managing the hotel’s radio frequencies and notifying relevant leads during medical or security incidents.

• Revenue Capture: Drive department revenue by actively suggesting appetizers, desserts, or beverage pairings during In-Room Dining order placement.

• Quality Assurance Auditing: Conduct follow-up calls of closed guest requests to verify completion quality and timing.

• Education: High school diploma or equivalent.

• Experience: 1+ years in a customer service role (hospitality or call center experience is a major plus).

• Technical Skills: Proficiency with Property Management Systems (PMS). Comfort with multi-line phone systems.

• Availability: Must be able to work flexible shifts, including weekends, holidays, and overnight (if required).

• Language: High level of proficiency in English (both written and verbal). Proficiency in a second language is a significant advantage.