• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Ensuring consistently high levels of Guest Experience when handling general phone inquiries or guests’ complaints. To be fully familiar with the broader hotel and departmental strategies on how to maintain and continuously increase customer satisfaction.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Receive, record, and relay messages accurately, completely, and legibly.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.