Guest Relations Agent - The Madrid EDITION

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 the guest 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 the internet and guest‑room entertainment.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain con...