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Service Express Agent

4 months ago

Denver, United States The Brown Palace Hotel and Spa Full time
About Us The Brown Palace Hotel and Spa, Autograph Collection, synonymous with extraordinary service since 1892, invites you to join a new level of luxury Downtown Denver hotels. Home to a collection of 243 distinct guestrooms and suites, the hotel also boasts six unique restaurants and bars, a boutique spa and nearly 20,000 square feet of meeting space, making the Brown Palace as appropriate for an adventurous jetsetter as it is for a corporate-minded CEO. In addition to being a part of one of the most historic hotels in Denver, team members will enjoy many additional perks of working at the Brown Palace Hotel and Spa. These perks include discounted RTD Eco Pass, free employee meals, discounts on services/F&B at the hotel and Friends and Family hotel room discounts. Come learn more about joining our team Don't meet every single requirement of this job? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization We value U.S. military experience and invite all qualified military candidates to apply. Overview

Application Deadline 06/01/2024 or until filled

Support the Front Office, and Food and Beverage teams in providing superior guest service by fielding all guest issues and requests received by telephone with the goal of addressing and resolving any problems in an efficient and timely manner.

Responsibilities
  • Promptly answer telephone calls, greet callers with a positive and clear voice. Listen to ascertain the correct extension. Reading and using a moderately complex computer console, direct calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions.
  • Process and complete restaurant reservations, and input and confirm in room dining orders
  • Assist front office and concierge as needed to provide outstanding guest service
  • Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests.
  • Receive wake up call information, input cautiously into the automated wake-up system and verbally confirm time to guest.
  • Page guests and patrons using the public address system in a courteous and clear manner.
  • Act as dispatcher for security, guest services and property operations associates. Provide timely information via paging system and two way radios to associates in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc.
  • Briefly answer basic inquiries, time, extension numbers, outlet hours, etc.
  • Immediately answer the emergency line, listen to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly document pertinent details.
  • Remain calm and polite especially during emergency situations or heavy hotel activity. Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.
  • Collaborate with other guest services departments to ensure all guest needs are resolved
  • Comply with attendance rules and be available to work on a regular basis.
  • Perform any other job related duties as assigned.
Qualifications
  • Must communicate well with guests.
  • Ability to effectively deal with associates and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
  • Ability to access and accurately input information using a moderately complex computer system with or without reasonable accommodation.
  • Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates with or without reasonable accommodation.
  • Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.
Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - youFor your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs ​through EyeMed. ​Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status. 

Work today, get paid today We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Compensation Range:$19.50-$21.50 per hour based on qualifications and experience