Position Summary:
As the "Voice of the Hotel," you will act as the first point of contact for incoming callers and in-house guests. In an intimate luxury setting, you will go beyond simple call-routing by anticipating guest needs, personalizing experiences, and coordinating seamlessly with the concierge, housekeeping, and engineering teams to guarantee flawless stays.
Key Responsibilities: - Promptly and warmly answer incoming, in-house, and external calls using proper scripts and refined, professional telephone etiquette.
- Fulfill personalized guest requests (e.g., wake-up calls, dining reservations, and transportation arrangements).
- Act as a central dispatcher by using two-way radios and property management systems to relay requests for engineering repairs, housekeeping services, or valet.
- Maintain comprehensive knowledge of hotel amenities, room types, local attractions, and VIP guest profiles to answer inquiries accurately
- Take in room dining orders from guests and submit them into the system
Qualifications & Requirements:
- 2-5 years' experience in luxury hotels, or high-end hospitality experience preferred.
- Exceptional verbal and written communication in English, featuring a clear speaking voice, flawless grammar, and active listening skills.
- Comfort with moderately complex computer systems, including multi-line switchboards and Property Management Systems.
- Ability to remain calm, diplomatic, and tactful—even when handling escalated guest complaints or stressful, fast-paced situations
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