Service Express Agent

About the role

The Service Express Agent is the primary point of contact for hotel guests, handling all telephone communications, guest requests and ensuring a seamless stay experience. This onsite role requires a professional demeanor, strong attention to detail and the ability to work efficiently in a fast‑paced hospitality environment.

Key responsibilities

• Answer, record, log and process all guest calls, requests, questions and concerns.
• Operate the telephone switchboard, handling wake‑up calls, screening calls, do‑not‑disturb, call forwarding, conference calls, TDD relay and non‑registered guest calls.
• Advise guests of received messages, monitor busy or unanswered lines and provide status updates.
• Activate or deactivate guest room message lights and assist guests with internet access, transferring technical issues to the provider’s support line.
• Test communications equipment, respond to special requests, and coordinate with appropriate departments to resolve issues.
• Dispatch bell or valet staff as needed and follow up with guests to confirm satisfaction.
• Maintain uniform appearance, confidentiality of proprietary information and compliance with company policies.
• Stand, sit or walk for extended periods and use computers or POS systems to locate and enter information.

Required profile

• Professional appearance and clear, courteous communication.
• Customer‑focused attitude with the ability to handle multiple requests simultaneously.
• Strong attention to detail and ability to follow procedures.
• Team player who can develop positive working relationships.
• Physical stamina to stand, walk and lift objects up to 10 lb.

Required skills

• Telephone switchboard operation
• POS system usage
• Basic computer proficiency
• Accurate message logging