- Answer inbound guest calls Monday–Friday, 9am–5pm.
- Conduct brief, warm conversations to identify travel dates, occasion, and guest count.
- Transfer callers live to booking specialists or schedule follow-up appointments.
- Return after-hours calls at the start of each morning.
- Maintain a monthly missed-call rate under 12% to ensure guest accessibility.
- Manage call routing using computer-based phone systems and scheduling software.
Customer serviceCRM