DTS Associate

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
• Operate telephone switchboard; process wake-up call requests and route calls to appropriate extensions.
• Receive, record, and relay guest messages accurately and promptly.
• Log all guest service requests or issues into the system; notify the relevant department (e.g., Bellperson, Housekeeping).
• Follow up with guests to ensure their requests are completed to their satisfaction.
• Provide guests with information about room features, hotel amenities, and local attractions.
• Process room service orders, answer questions about menu selections, and input transactions into the point-of-sale system, if applicable.
• Assist guests with internet connectivity and in-room entertainment troubleshooting.
• Follow all company policies, safety protocols, and maintain a professional appearance.
• Ensure the confidentiality of guest and proprietary company information.
• Welcome and acknowledge all guests in a warm, professional manner.
• Anticipate guest needs, assist individuals with disabilities, and show genuine appreciation.
• Communicate clearly and professionally; answer phones using proper etiquette.
• Collaborate with team members to achieve service excellence.
• Comply with quality assurance standards and operational procedures.
• Read and verify information in various formats and maintain accuracy in documentation.
• Stand, sit, or walk for prolonged periods throughout the shift.

Preferred Qualifications:

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