Answer, record, log, and process all guest calls, requests, questions, or concerns. Operate the 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 the 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, and transfer guests with problems to the provider's customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact the appropriate individual or department as necessary to resolve guest calls, requests, or problems. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Dispatch bell staff as needed.
Efficiently operate PBX and accurately connect incoming calls professionally and efficiently. All calls should be answered in 3 rings.
Educate incoming guests on the hotel's amenities and services available to them during their stay. Inform guests of the variety of entertainment and restaurant venues in the local community, offering value to their stay.
Dispatch shuttle transportation calls and follow up accordingly.
Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to the manager; ensure uniform and personal appearance is 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; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones in a manner that demonstrates appropriate etiquette. Develop and maintain positive working relationships with others; support the team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period. Enter and locate information using computers and/or POS systems. 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.