Liberty Service Agent

About Us

Don't meet every single requirement of this job? 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

• Answer all incoming calls from internal & external guests, internal departments, and associates with courtesy and efficiency.
• Respond to mobile chat inquiries from guests, providing timely and accurate assistance.
• In-Room Dining order taking via phone.
• Manage GXP (Salesforce) platform for alerts and pre-arrival requests.
• Provide information about hotel services, amenities, and local attractions.
• Ensurefirst contact resolutionby addressing guest concerns effectively and minimizing the need for follow-up.
• Liaise with management totrack and close service defects, ensuring timely follow-through and documentation.
• Assist with guest requests including wake-up calls, room service orders, maintenance issues, and concierge referrals.
• Coordinate communication between departments to ensure timely resolution of guest needs.
• Create and distribute thedaily hotel newsletter deckfor morning standups.
• Assist the Rooms Coordinator in their absence, supporting operational needs and team coordination.
• Create collateral for pre-arrival communicationsfor luxury rate plans, ensuring personalized and brand-aligned messaging.
• Maintain detailed logs of guest interactions and service requests.
• Uphold the hotel's standards of excellence in every interaction.
• Support the Front Office team with administrative tasks as needed.
• Handle emergency calls and follow established protocols for safety and security.
• Additional administrative tasks may be added by the Director of Operations based on evolving business needs.

• Previous experience in a customer service or hospitality role preferred.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Excellent verbal and written communication skills.
• Ability to multitask in a fast-paced environment.
• Proficiency in phone systems, mobile chat platforms, and Salesforce (GXP).
• Strong organizational skills and attention to detail.
• A warm, professional demeanor and a commitment to guest satisfaction.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Compensation

Benefits

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.