Guest Experience Agent
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Key skills for this role
About the Role
POSITION SUMMARY Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboa.
Key Skills for This Role
Responsibilities
- Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices
- Operate telephone switchboard, process wake up calls, and direct calls to appropriate extensions
- Receive, record, and relay messages accurately
- Log all guest requests or issues into computer and follow up to ensure resolution
- Provide information to guests about room features, property amenities, and local areas of interest
- Process room service orders and record transactions in point of sale system
- Assist guests with accessing internet and guestroom entertainment
Requirements
- Ability to stand, sit, or walk for an extended period of time
- Ability to lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds
- Clear and professional communication skills
Full Job Posting
Position Summary
- Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
- Operate telephone switchboard, process guest requests for wake up calls, and connecting and directing calls to the appropriate extension.
- Receive, record, and relay messages accurately.
- Log all guest requests or issues into computer, contact appropriate individual or department, and follow up with guest.
- Provide information to guests about room features, property amenities, and local areas of interest.
- May process room service orders, answer questions on menu selection and record transactions in point of sale system.
- Assist guests with accessing internet and guestroom entertainment.
Company Policies and Standards
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional.
- Maintain confidentiality of proprietary information; protect company assets.
- Welcome and acknowledge all guests according to company standards.
- Anticipate and address guests service needs; assist individuals with disabilities.
- Speak with others using clear and professional language; answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others; support team to reach common goals.
- Comply with quality assurance expectations and standards.
- Read and visually verify information in a variety of formats.
- Stand, sit, or walk for an extended period of time or for an entire work shift.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
- Perform other reasonable job duties as requested by Supervisors.
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