At Your Service Supervisor / Giám Sát Tổng Đài

• Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department to resolve guest call, request, or problem.

• Follow up and ensure that any outstanding requests are resolved. Advise guest of any messages received. Verify and adjust billing.

• Operate telephone switchboard station.

• Monitor busy or unanswered lines, check back with callers on hold to update status, take messages.

• Activate and deactivate guest room message lights.

• Transfer guests with internet access issues to internet service provider's customer support line.

• Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls.

• Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation.

• Education: High school diploma or G.E.D. equivalent.

• Related Work Experience: At least 1 year of related work experience.

• Supervisory Experience: At least 1 year of supervisory experience.