Whatever / Whenever Agent
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Key skills for this role
About the Role
Handle guest calls and requests, operate switchboard, maintain communication equipment, and ensure guest satisfaction while following company policies.
Key Skills for This Role
Responsibilities
- Answer, record, log, and process all guest calls, requests, questions, or concerns
- Operate telephone switchboard station
- Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non registered guest calls
- Advise guest of any messages received
- Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message
- Receive, record, and relay messages accurately, completely, and legibly
- Activate/deactivate guest room message lights as appropriate
- Instruct guests on how to access the internet; transfer guests with problems to provider's customer support line
- Test communications equipment to ensure it works properly
- Respond to special requests from guests with unique needs
- Contact appropriate individual or department as necessary to resolve guest call, request, or problem
- Follow up with guests to ensure their requests or problems have been met to their satisfaction
Requirements
- Ability to answer, record, log, and process all guest calls, requests, questions, or concerns
- Ability to operate telephone switchboard station
- Ability to process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non registered guest calls
- Ability to receive, record, and relay messages accurately, completely, and legibly
- Ability to stand, sit, or walk for an extended period of time
- Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
- Ability to speak with others using clear and professional language
- Ability to maintain confidentiality of proprietary information
Full Job Posting
Position Summary
- Answer, record, log, and process all guest calls, requests, questions, or concerns.
- Operate telephone switchboard station.
- Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non registered guest calls.
- Advise guest of any messages received.
- Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
- Receive, record, and relay messages accurately, completely, and legibly.
- Activate/deactivate guest room message lights as appropriate.
- Instruct guests on how to access the internet; transfer guests with problems to provider's customer support line.
- Test communications equipment to ensure it works properly.
- Respond to special requests from guests with unique needs.
- Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Requirements
- Ability to stand, sit, or walk for an extended period of time.
- Ability to enter and locate information using computers and/or POS systems.
- Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
- Ability to speak with others using clear and professional language.
- Ability to answer telephones using appropriate etiquette.
- Ability to maintain confidentiality of proprietary information.
- Ability to welcome and acknowledge all guests according to company standards.
- Ability to anticipate and address guests service needs.
- Ability to assist individuals with disabilities.
- Ability to develop and maintain positive working relationships with others.
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