Guest Experience Expert (Call Centre)

Answer, record, and process guest requests via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process wake-up calls, and connect/direct calls to appropriate extensions. Log guest requests and relay messages to appropriate departments, follow up to ensure resolution. Provide information about room features, amenities, and local areas of interest; assist with room service orders, menu questions, and transactions in the POS system; help guests access internet and guestroom entertainment. Maintain professional appearance, follow policies, protect confidentiality, build positive relationships, adhere to quality standards, and be able to stand/sit/walk for extended periods; perform other duties as requested by Supervisors.