Guest Experience Telephone Agent

Handle all external and internal guest communication through phone, email, and hotel texting platforms while taking and delivering messages according to standards. Manage in-room dining by staying informed of the menu, taking orders, inputting information into Micros, and seeking upsell opportunities. Serve as the Vocera dispatcher, maintaining proper radio and paging procedures, and process wake-up calls per guest request. Perform call accounting, file PBX reports, and send/receive guest faxes. Record and relay all guest requests, verify completion through Alice, and maintain a daily activity log with an efficient filing system. Be familiar with property services, hours, emergency procedures, VIP protocols, and the surrounding area to provide accurate directions. Maintain a clean work area and adhere to guest privacy standards.