Job Description
Key Responsibilities
- Guest Communication
- Answer incoming calls promptly and professionally, providing accurate information about resort services, amenities, and local attractions.
- Handle guest inquiries, requests, and complaints with a courteous and helpful attitude.
- Coordinate wake-up calls, messages, and other personalized guest services.
- Reservation Assistance
- Assist guests in making dining, spa, or activity reservations and provide guidance on resort facilities.
- Accurately process and confirm room reservations, ensuring proper documentation.
- Internal Coordination
- Relay messages and connect calls between guests and internal departments, such as housekeeping, maintenance, or room service.
- Work closely with front desk and concierge teams to ensure smooth communication and service delivery.
- Record Keeping and Reporting
- Maintain logs of calls, requests, and complaints, ensuring accurate and detailed records.
- Escalate unresolved issues to the appropriate department or supervisor.
- Operational Support
- Monitor and update the internal communication system, ensuring all team members are informed of important updates.
- Assist in emergencies by providing clear communication to both guests and staff, following safety protocols.
- Guest Satisfaction
- Uphold the resort’s standards of excellence in guest service by ensuring all interactions leave a positive and lasting impression.
- Actively seek feedback and suggestions from guests to improve telephone services.
Qualifications
- High school diploma or equivalent; additional hospitality training is a plus.
- Prior experience in a similar role or customer service is preferred.
- Excellent verbal communication skills in English (additional languages are an advantage).
- Proficiency in using telephone systems, booking software, and Microsoft Office Suite.
- Strong multitasking abilities and attention to detail.
- Friendly, professional, and patient demeanor, with a commitment to exceptional guest service.
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