POSITION SUMMARY

• Answer, record, and process all guest calls, requests, questions, or concerns.
• Contact appropriate individual or department to resolve guest call, request, or problem.
• Follow up and ensure that any outstanding requests are resolved.
• Advise guest of any messages received.
• Verify and adjust billing. Operate telephone switchboard station.
• Monitor busy or unanswered lines, check back with callers on hold to update status, take messages.
• Activate and deactivate guest room message lights.
• Transfer guests with internet access issues to internet service provider’s customer support line.
• Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls.
• Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation.
• Supply guests with directions and property information.