Job Description:

Deliver prompt, friendly and efficient communication to guests via phone, email and chat Handle guest inquiries, special requests and complaints with a customer-first mindset Monitor upcoming guest arrivals and departures to ensure operational readiness Coordinate with housekeeping, maintenance and operations to resolve issues swiftly Escalate urgent matters appropriately and ensure timely follow-ups Support guests with check-in/out processes and property access Maintain accurate records of all guest communications and resolutions Contribute to internal knowledge bases and process improvements Achieve performance metrics such as CSAT (Customer Satisfaction Score) and response times