Job Summary:
Receives and coordinates on a nightly basis the forwarded overnight call activity from various Sandpiper Hospitality hotels across the nation to ensure guests are responded to appropriately while the front desks are closed at the hotels. Determines routing of call back to the On Call Attendants at the hotels or advises guests of other services available, makes decisions regarding additional communication that may be necessary and keeps and submits meticulous records of call activity. Works under the guidance of the Area GM and Director of Hotel Operations.
Essential Tasks:

• Maintain a daily log of all guests' call(s) with actionable steps. Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
• Qualifies needs of incoming calls and determines appropriate actionable steps:
  1. Routes calls back to hotels and their On Call Attendant's mobile number if guests is locked out, needs to check-in or there is an emergency situation
  2. For all other guest inquiries, advises guest of how and when to receive help or assistance at a later time or answers questions as able.
• Contacts regional and senior leadership for any situation that requires it.
• Excellent Multi-Tasking abilities are crucial to the success of this position.
• Ensure availability to ensure positive guest experience.
• Due to the ever changing nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings as required.
• Schedules may vary from time to time. Attendance is a key performance indicator that is essential to the success of this position.
• In addition, attendance at all scheduled training sessions and meetings as required.
• Upon employment, all employees are required to fully comply with Sandpiper Hospitality/Woodspring Suites rules and regulations for the safe and effective operation of the hotel's facilities.
• This position is an overnight position.

• Ensures all calls that are transferred back to the On Call Attendants are properply handled by the OCA and keeps record of such confirmation.
• Work proactively with other team members.
• Handle client requests and deliver quality solutions if able, or escalate the request to a more senior team member(s)
• Openly share new ideas and information with other team members.
• Keep other team members apprised to avoid surprises and disappointed clients.
• Manage and Accurately Report Time and Expenses.
• Ensure all policies and procedures are followed at all times.
• Excellent decision making skills.

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• All other duties as assigned by supervisor