Service Express Agent

About Us

The Woodlands Resort, Curio Collection is the perfect retreat in the Houston Area, only 2 miles from The Woodlands Waterway. The resort is celebrating 50 years alongside The Woodlands township. At HEI, we believe our success stems from our greatest asset: our people. We honor the choice associates make to work with us by investing in their growth, offering competitive compensation, benefits, and industry-leading tools, training, and support.

We are dedicated to building a diverse and inclusive workplace. If you're excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply. We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Support the Front Office in providing superior guest service by fielding all guest issues and requests received by telephone. The goal is to address and resolve any problems efficiently and timely.

Responsibilities

• Promptly answer telephone calls, greet callers with a positive and clear voice.
• Listen to ascertain the correct extension and direct calls to the appropriate line using a moderately complex computer console.
• Transcribe complete messages, repeat information to verify accuracy, and input/retrieve messages from the computer as requested.
• Read and verbally recite exact messages for guests.
• Receive wake-up call information, input it cautiously into the automated wake-up system, and verbally confirm the time with the guest.
• Page guests and patrons using the public address system in a courteous and clear manner.
• Act as a dispatcher for security, guest services, and property operations associates.
• Provide timely information via paging system and two-way radios in response to emergencies and guest requests (e.g., plumbing problems, airport shuttle service).
• Briefly answer basic inquiries (time, extension numbers, outlet hours, etc.).
• Immediately answer the emergency line, identify the nature of the 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 (e.g., missed wake-up calls or messages) using previous experience and good judgment.
• 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 may require high levels of patience, tact, and diplomacy.
• 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 (e.g., supervisors, coworkers, the public).

Pay

Salary Range: $15.00 hourly. This role is not tipped/service charge eligible or discretionary performance bonus eligible.

Benefits

HEI Hotels and Resorts offers a comprehensive benefits program, including:

• Medical and dental programs through Anthem Blue Cross Blue Shield.
• Vision insurance through EyeMed.
• Vacation, sick, and holiday programs.
• Pet insurance through the ASPCA.
• Supplemental, spousal, and child life insurance.
• Short- and long-term disability plans.
• 401(k) savings plan with matching funds.
• Discounts through 'YouDecide' and hotel room discount programs.

Specific details and eligibility vary by location and employment status.