The Encore Boston Harbor Guest Service Attendant is responsible for answering and directing guest and internal calls at the PBX; responding to guest requests through coordination with Housekeeping and other departments; and providing attentive, courteous and efficient service to all guests while maintaining privacy and professionalism at all times. Responsibilities include, but are not limited to; carrying out and maintaining processes, and supporting the department and maximizing opportunities for departmental success; maintaining all Encore Standards; and ensuring excellent guest and team member experience.  JOB RESPONSIBILITIES:   Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied. Participate in the execution of short-and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement.  Identifies key drivers of success.Actively contributes to departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.Verifies that all applicable internal policies, federal and state laws, rules, regulations and property-wide controls are enforced within the department.Delivers and maintains a maximum level of service. Contributes to company-wide communication and best practices.Keeps informed of all new developments within the department.Balances multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.Answers and routes all incoming telephone calls.Dispatches incoming guest request calls and follows up to ensure that service standards have been met.Acts as a source of information regarding the property, and managing guest questions and concerns.Maintains knowledge of hotel occupancy status, special events, in-house groups and other situations and relevant information affecting the call center’s daily operation. Works with safety as a priority, and follows department and company safety standards.Maintains relevant knowledge of industry through continuing education and training.Performs any other job-related duties as assigned. 
