Guest Experience Agent - The Madrid Edition | [Es-967]

Additional Information
Job Number: 24187867
Job Category: Rooms & Guest Services Operations
Location: The Madrid EDITION, Plaza de Celenque 2, Madrid, Madrid, Spain, 28013
Schedule: Full Time
Located Remotely? N
Position Type: Non-Management

POSITION SUMMARYAnswer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connect and direct calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into the computer, contact the appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guests to ensure their requests have been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection, and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards,

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