Responsibilities

• 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
• 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 regarding payments—ensuring accurate and thorough record‑keeping
• Process ticket and expe...