About this role
Objective: Serve as the main point of contact for all guest requests and needs, including answering calls, dispatching requests and following up to ensure guest satisfaction with result.
Job Duties:
• Answer incoming calls from guests, both external and in-house.
• Communicate guest needs to the appropriate department and follow up to ensure that requests have been handled.
• Take room service orders.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.
Desired Qualifications:
• Previous guest service experience required. Hotel experience preferred.
• A friendly and professional demeanor
• The ability to multitask
• Strong computer skills
• High School Diploma required