Guest Services Specialist Lead And Trainer
CurrentHandle escalated guest opportunities and requests.Handle employee hotline for guidance in any guest opportunities.Enter and track work orders utilizing the maintenance work order management system.Assist with email management by responding to emails within scope of responsibility and routing correspondence to the appropriate departments.Provide well-crafted responses in a timely manner to guest emails.Conduct guest check-out process via phone.Maintain knowledge of current service offerings, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.Maintain full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service.Provide follow-up to ensure completion and satisfaction for guest requests by breaking down communication for transparency.Neutralize guest opportunities by providing exemplary service.Exemplify confidence in executing ownership over any opportunity, investigating trends, logging data, & tracking compensation levels.Expert in Our Take on Service Standards and promotes within the daily operation.Strong written and verbal communication skills with the ability to effectively communicate.Ability to provide a luxury experience while engaging in every conversation with employees and guestsWorking knowledge of LMS and One Note.supervisory experience.Work is performed in a call center environment.Constant contact with executives, department management, employees and guests.
