Service Express Operator

Service Express- Operator & Dispatcher

Full Time | $19.50 per hour

At Westin Hotels, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.

Job Summary

The Service Express team serves as a central point for guest requests and internal communications on the property. You will answer, record and process all guest requests or questions via telephone, email, chat or mobile devices, ensure they are directed to the correct department, and follow up to make sure guests are satisfied. Your role helps to ensure the guest experience is seamless and that operational teams are coordinated and responsive.

Key Duties & Responsibilities

• Answer and manage incoming guest communications (calls, emails, chat, mobile) in a timely, professional manner.
• Operate the property’s telephones, and other communication systems (wake-up calls, message transfers, guest requests).
• Log all guest requests or issues into the property’s system, assign to the correct department (e.g., Housekeeping, Bell, Engineering), and follow up to ensure completion.
• Provide guests with information about room features, property amenities, local points of interest, and services available.
• Process additional service requests such as room service orders, internet/entertainment support, roll-away beds, toiletries, and other guest amenities.
• Uphold company standards for guest service, appearance, confidentiality, safety and security.
• Cooperate and communicate effectively with all departments to ensure guest requests are fulfilled swiftly and accurately.
• May perform physical tasks: standing, walking for extended periods, lifting/carrying items (depending on specific role level).

Required Qualifications

• High school diploma or equivalent (GED).
• Strong verbal and written communication skills for phone, email, and chat interactions.
• Fluent proficiency in English (additional languages often an asset).
• Basic computer literacy, including the ability to learn property management systems, ticketing/logging platforms, and communication software.
• Customer service experience, especially in hospitality, call center, or front office environments.
• Ability to multitask and prioritize in a fast-paced environment.
• Calm, professional demeanor when handling guest issues or stressful situations.
• Strong problem-solving and follow-up skills to ensure guest requests are completed.
• Attention to detail for accurate logging, message handling, and request coordination.
• Teamwork and interdepartmental communication skills.

Qualifications and Physical Requirements

• High school diploma or equivalent (GED).
• Strong verbal and written communication skills for phone, email, and chat interactions.
• Fluent proficiency in English (additional languages often an asset).
• Basic computer literacy, including the ability to learn property management systems, ticketing/logging platforms, and communication software.
• Customer service experience, especially in hospitality, call center, or front office environments.
• Ability to multitask and prioritize in a fast-paced environment.
• Calm, professional demeanor when handling guest issues or stressful situations.
• Strong problem-solving and follow-up skills to ensure guest requests are completed.
• Attention to detail for accurate logging, message handling, and request coordination.
• Teamwork and interdepartmental communication skills.
• Ability to sit or stand for extended periods depending on the station setup.
• Ability to lift or carry light items if needed for certain service tasks.
• Flexible schedule and/or open availability, including nights, weekends, and holidays.
• Consistent punctuality and reliability.

In accordance with the federal Fair Credit Reporting Act (FCRA) and applicable state laws, we may obtain a consumer report (background check) on you in connection with your employment application. This report may include information about your criminal history, employment history, educational background, credit history (if applicable to the position), and other relevant details.

Before any such report is obtained, you will receive a separate written disclosure and authorization form, which you must sign for us to proceed. You will also be provided with a copy of the report and a summary of your rights under the FCRA before any adverse employment decision is made based on that information.

We are committed to complying fully with all federal, state, and local laws governing background checks and the use of consumer reports.