Virtual Guest Service Rep

2 months ago

Charlotte, United States ESA Management, LLC Full time
Requirements

KNOWLEDGE, SKILLS, ABILITIES COMPETENCIES

* Proficient in reading, speaking, and interacting in English with guests, associates, law enforcement, and management.
* Strong computer skills, including an understanding of Hotel Point of Sale and Check-In System.
* Strong customer service skills, including active listening, problem-solving abilities, empathy, patience, adaptability, hotel services knowledge, conflict resolution, and the ability to remain composed under pressure while maintaining a positive and customer-centric approach.
* Ability to work independently and as part of a team, with a strong sense of responsibility and ownership.
* Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
* Capable of writing routine reports and correspondence.
* Proficient in basic math operations including addition, subtraction, multiplication, and division.
* Applies good judgment at all times and handles problems involving standardized situations.
* Understands and follows guidelines, procedures, and company standards.
* Demonstrates strong communication skills, both verbal and written, for effective call center operations and guest interactions.
* Ability to manage high call volumes of requests efficiently while supporting multiple hotels.
* Communicates with incoming shift associates/management by logging pertinent information in the shift communication log.

ENVIRONMENTAL JOB REQUIREMENTS

* Regularly required to stand, walk, use hands to handle objects, talk or hear, and occasionally sit, climb, or balance.
* Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer.
* Must occasionally lift and/or move up to 50 pounds.
* Requires specific vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
* Frequently works in various weather conditions, exposed to wet or humid environments, and occasionally near moving mechanical parts or toxic chemicals.
* May be asked to travel to additional locations within a reasonable distance.

MINIMUM QUALIFICATIONS

High School Diploma or General Education Degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

PREFERRED QUALIFICATIONS

* Ability to speak Spanish is preferred, but not required.

Job Description

POSITION PURPOSE AND SUMMARY

The Virtual Guest Service Representative Full Time (VGSR) position is responsible for responding to guest inquiries, resolving issues, and ensuring a positive virtual guest experience. This role involves providing top-notch assistance to guests, managing check-ins and check-outs in accordance with company guidelines, completing necessary front office functions, and assisting other associates onsite at the hotel. Additionally, the VGSR will manage high volumes of inbound and outbound calls, processing reservations, providing remote support, and addressing guest inquiries and issues through virtual communication channels. This is an onsite hotel guest services role supporting multiple hotels, requiring effective multitasking and high call volume management. Demonstrates and promotes a 100% commitment to providing great service and a great experience for guests and associates.

MAJOR / KEY JOB DUTIES

* Provides virtual assistance to guests for all requests, including processing reservations, registrations, payments, and departures with diligent follow-through, in accordance with company procedures.
* Handles walk-in reservations.
* Provides accurate information about hotel services, rates, room availability, and local area information.
* Collects all relevant guest information, identifies potential sales leads, and actively seeks opportunities to enhance guest experience and drive additional revenue.
* Resolves guest issues by applying the ESA service culture and treating all guests and associates with respect and kindness.
* Demonstrates a thorough understanding of the property management system, handles all shift reports, and performs audit functions when necessary.
* Maintains an organized and clean work area.
* Provides remote support to guests through various virtual channels, including email, chat, and other platform systems. Assists with virtual check-ins and troubleshooting any issues guests may encounter while interacting with the hotel remotely.
* Demonstrates proper telephone etiquette and presents a professional appearance.
* Communicates with incoming shift associates/management by logging pertinent information in the shift communication log.

OTHER DUTIES

* Performs other related duties as assigned.

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