Summary of Responsibilities: 
Responsibilities and essential job functions include but are not limited to the following:  
· To consistently provide thoughtful, caring and sincere service 
· Process all external and internal calls either by redirecting calls or assisting the guests 
· Take ownership of the guest’s request and ensure follow up according to the hotel’s standards
· Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
· Maintain and monitor the telephone software system
· Serve as a liaison for guests requiring information relating to all aspects of the hotel 
· Handle and distribute faxes, voice messages and written messages for internal and external guests
· Have full knowledge of the hotel’s emergency procedures
· Follow department policies, procedures and service standards
· Follow all safety policies  
· Other duties as assigned

Qualifications:
· Previous customer related experience an asset
· Must possess outstanding guest services skills and sophisticated verbal communication skills
· Computer literate in Microsoft Window applications required
· Strong interpersonal and problem solving abilities
· Highly responsible & reliable
· Ability to work well under pressure in a fast paced environment
· Ability to work cohesively as part of a team
· Ability to focus attention on guest needs, remaining calm and courteous at all times