Phone-Based Guest Complaint Resolution

I’m looking for help managing the small but important stream of guest complaints we receive each week—typically no more than ten calls. Most issues involve service quality, facility shortcomings, or the occasional billing dispute, and I want every caller to feel heard and helped on the spot. Here’s what I need from you: • Take incoming phone calls during agreed-upon hours, using a warm, professional tone that aligns with our brand voice. • Diagnose whether the concern is service-, facility-, or billing-related and walk the guest through next steps. • Log each interaction in our shared spreadsheet or CRM (your suggestion welcome) and flag anything urgent. • Coordinate internally via email or chat with the relevant department so the promise you make on the phone is actually carried out. • Close the loop with the guest and record the final outcome. • Send me a concise weekly report summarizing volume, resolution time, and any patterns you notice. Acceptance criteria – 100 % of calls answered or returned within one business hour. – Clear, timestamped notes for every interaction. – Weekly report delivered by Monday 10 a.m. my time. If you’re patient, great at diffusing tension, and naturally organized, I’d love to hear how you would approach this and what tools you prefer.