Essential Functions   · Prepare the paperwork necessary to apply for a visa for associates. · Ensure that information is gathered, processed and filed in an efficient and accurate manner. · Develop and maintain close relationships with peers and associates at the Immigration department. · A ctively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, Guest Response) to resolve issues, delight, and build trust. · Address guests' service needs in a professional, positive, and timely manner. · Speak to guests and co-workers using clear, appropriate and professional language. · Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. · Talk with and listen to other employees to effectively exchange information. · Support all co-workers and treat them with dignity and respect. · Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. · Verify all information with callers to ensure accuracy. · Accommodate and document special requests in an accurate and efficient manner. · Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. · Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. · Thank guests with genuine appreciation and provide a fond farewell. · Engage guests in conversation regarding their stay, property services, and area attractions/offerings. · Explain visa process, costs, timeframes and guarantee and cancellation policies to callers. · Follow proper escalation procedures when addressing guest concerns. · Actively participate in department briefings and training sessions. · Perform any reasonable task as directed by a Supervisor or Manager  

Alisa Rakhubovskaya

Professional Recruiter

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