Guest Interaction & Query Management

• Manage inbound inquiries from guests across various brands represented by the Concierge teams, demonstrating a keen understanding of their needs and concerns.
• Thoroughly comprehend and address guest inquiries and complaints, ensuring accurate and prompt responses without sacrificing quality of service.
• Resolve guest queries efficiently by employing troubleshooting techniques and facilitating prompt payment processing.
• Strive to eliminate repeat contacts by providing accurate resolutions and promoting self‑service options where applicable.

Service Delivery & System Utilisation

• Utilize appropriate tools and resources effectively to provide comprehensive and satisfactory responses to guest queries.
• Enter and update client information in the system, ensuring that guest details are current and accurate.
• Document call outcomes, including agreements made...