**Essential Duties and Responsibilities – (Key Activities)**

+ Answer phone calls within prescribed time frame and promptly route calls to required destination.

+ Handle all guest requests and inquiries in a timely manner including but not limited to e-mail management, processing requests in HotSOS/Quore, entering wake-up call requests using hotel specific systems, adding special requests using the hotel’s sytems, entering guest credit card or VCC using the corporate system and coordinating and/or escalating concerns to hotel onsite colleagues.

+ Provide guests with information on hotel facilities and services, local directions, and emergency, safety, and security procedures, etc.

+ Notify management and support team of any malfunctioning soft phone, systems or accessories.

+ Respond to callers in a professional manner that reflects highly of the hotel and brand.

+ Dispatch services/resolution in accordance with established procedur...