Guest Experıence Supervısor İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
Job Summary
Provide prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls which transpire through Guest Services. Be knowledgeable of the hotel and surrounding area to provide guests with relevant information and handle requests in a timely manner. Assist with emergencies (fire, medical, power/system failure, and bomb threat) by contacting the designated personnel for immediate assistance. Responsible for communicating guest needs to other departments through GXP.
Responsibilities
· 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.
· Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a department role model.
· Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
· Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.
· Speak using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette.
· Develop and maintain positive working relationships; support team to reach common goals.
· Ensure adherence to quality standards.
· Enter and locate information using computers/ POS systems.
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