Service Express Agent/Bellman

Job Summary

Book Cadillac is seeking a dedicated Service Express Agent/Bellman to be the first point of contact for guests who call with requests, questions, and needs. In this role, you will answer and manage incoming calls, coordinate quick and accurate service with hotel departments, and provide courteous, hands-on luggage and arrival assistance. If you communicate clearly, stay composed under pressure, and take pride in making every guest interaction smooth, this Service Express Agent/Bellman position is an excellent fit.

Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build an experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, our Guest Experience Experts help make every stay memorable.

Key Responsibilities

• Answer incoming guest and internal calls promptly, professionally, and with a welcoming tone, representing the hotel's standard of service on every call.
• Document guest requests accurately, including room number, nature of the request, and any special instructions, so nothing is missed or delayed.
• Dispatch requests to the appropriate departments, such as housekeeping, engineering, front desk, and food and beverage, and communicate priorities clearly.
• Follow up on open requests to confirm timely completion and guest satisfaction, escalating unresolved issues to a supervisor or manager when needed.
• Provide guests with information about hotel services, amenities, hours of operation, directions, and local points of interest, and share the highlights of the local area.
• Process routine call-based services such as wake-up calls, delivery requests, transportation inquiries, and storage requests.
• Assist guests with luggage upon arrival and departure, transporting bags safely and efficiently between vehicles, the lobby.
• Take initiative to guide guests through their entire stay, moving about the property and doing what needs to be done to create a memorable and unique guest experience.
• Process operational needs and complete reports accurately and on time.
• Maintain a clean, organized work area and keep luggage carts, storage areas, and call logs in good order.
• Handle guest concerns with empathy and discretion, following hotel procedures for service recovery and confidential information.

Required Qualifications

• Ability to communicate clearly and courteously by phone and in person, with strong spoken and written English skills.
• Commitment to guest service and a positive, solution-focused attitude.
• Ability to multitask, prioritize competing requests, and remain calm during busy periods.
• Strong listening skills and attention to detail when recording and relaying information.
• Ability to lift, carry, push, and pull luggage and other items, and to stand and walk for extended periods, with or without reasonable accommodation.
• Availability to work a full-time schedule, which may include evenings, weekends, and holidays.
• Ability to work effectively as part of a team across multiple hotel departments.

Preferred Qualifications

• Previous experience in a hotel, hospitality, call center, or customer service environment.
• Prior experience as a bellman, bell attendant, concierge, or guest services agent.
• Familiarity with Detroit and the surrounding area, including attractions, dining, and transportation options.
• Bilingual or multilingual abilities.
• Experience managing high call volumes while maintaining accuracy and service quality.

Technical Skills

• Proficiency with multi-line telephone systems and call-handling procedures.
• Working knowledge of hotel property management systems (PMS) or willingness to learn them.
• Comfort using computers, work order or service request software, and basic office applications.
• Accurate data entry and call logging skills.
• Knowledge of guest service standards, call etiquette, and escalation protocols.
• Ability to operate luggage carts and handle guest belongings safely.

Application Information

If you are ready to join the team at Book Cadillac in Detroit, Michigan as a Service Express Agent/Bellman, we invite you to submit your application and resume for consideration. Please highlight any experience in hospitality, customer service, or phone-based support. Book Cadillac is committed to equal employment opportunity and welcomes applicants of all backgrounds. Qualified candidates will be contacted regarding next steps in the hiring process.