Guest Experience Agent - The Madrid Edition | (Pmj-103)

Job Number: 24187867

Job Category: Rooms & Guest Services Operations

Location: The Madrid EDITION, Plaza de Celenque 2, Madrid, Madrid, Spain, 28013

Schedule: Full Time

Position Type: Non-Management

POSITION SUMMARY Answer, 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 request has 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 the 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, anticipate and address guests' service needs, assist individuals with disabilities,

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