The Call Center Agent represents the hotel to the guest throughout their voices over the phone. The guest might call the Call Center Agent with questions about any service needed, such as extra pillow, makeup the room, engineering issues, luggage pick up, car retrieval, Front Desk questions, Spa requests, Dining reservation including In Room Dining Orders, lounge entertainment schedule, shuttle service to the airport, or about any other service or activity on the property. This includes incoming calls to the hotel from outside, internal calls between rooms or departments, and calls from or to guests. Call Center Agent must be responsible, organized, and fast thinking, being able to put calls through to the correct location without hassle and ensuring that the links between these calls are not broken. As an integral part of a team, the Call Center Agent is responsible for continuously looking for ways to improve each guest’s experience from providing exceptional service and effortless communication between all parts of the hotel. The Call Center Agent must be sales minded. A guest who has never stayed at the hotel will not know what the property has to offer. A returning guest may not know about new services or options. It is up to the Call Center Agent to sell the guest on the hotel’s rooms and services. Call Center Agents does not need to use hard sell techniques. Rather, they should present options and alternatives to guest and help in making choices. Agents should know the location and types of available rooms as well as activities and services of the property. As part of the registration process, we call attention to special promotions or events of restaurants, lounges, gift shops or other outlets.