Customer Experience Specialist

4 days ago


San Diego, California, United States Sheraton San Diego Full time

Welcome to Sheraton San Diego Hotel & Marina, a downtown waterfront resort that offers breathtaking views of downtown San Diego and the San Diego Bay. We are committed to delivering exceptional service and creating unforgettable memories for our guests.

About the Role

We are seeking a Customer Experience Specialist to join our team. As a key member of our front desk staff, you will be responsible for providing personalized assistance to our guests, ensuring seamless stays, and exceeding their expectations.

Responsibilities
  • Maintain a professional attitude towards customers and employees.
  • Answer all incoming calls and route them accordingly.
  • Answer all guest questions accurately and resolve problems promptly.
  • Monitor GXP throughout the shift for customer care cases, guest chats, and work orders.
  • Place orders for the fresh bites program.
  • Ensure total guest satisfaction.
  • Accept payment for guests' accounts.
  • Post miscellaneous charges as requested.
  • Book reservations for those guests who approach the Front Desk.
  • Greet guests and complete the registration process.
  • Assist guests with check-out.
  • Demonstrate a thorough knowledge of hotel information.
  • Field guest complaints and resolve and negotiate solutions.
  • Carry out supervisor requests in accordance with hotel policies.
  • Follow 4 Keys service standards, standard operation procedures, and safety standards.
Requirements
  • Minimum 1 year experience in hotels, banquets, or events.
  • High School Diploma or equivalent education required.
  • Strong communication and the ability to work in a fast-paced environment.
  • Ability to prioritize and work efficiently with limited supervision.
  • Basic computer skills.
  • Strong attention to detail and the ability to handle multiple tasks simultaneously.
  • General knowledge of the city where the hotel is located and its attractions.
  • Ability to handle cash and balance cash drawer required.
  • Strong team player, able to partner with management and other employees professionally.
Compensation and Benefits

We offer a competitive pay rate of $18 per hour and a comprehensive benefits package. This includes health insurance, retirement savings plan, paid time off, and opportunities for career advancement.



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