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Customer Service Representative

2 months ago

San Francisco, California, United States Holiday Inn Express - San Fran Union Square Full time
Job Overview

*** Previous experience in the hospitality sector is highly regarded ***

** ** ** Incentives available for candidates ready to start immediately ** ** **

We are currently seeking skilled Customer Service Representatives/Night Auditors to fill immediate openings.

Availability for AM, PM, and Night shifts, including weekends and holidays, is required.

Experience with IHG (Opera) systems is advantageous.

ROLE OBJECTIVE:

This position serves as the primary point of contact for guests during their stay, ensuring a warm welcome and addressing any guest inquiries with professionalism, courtesy, and efficiency. A sales-oriented mindset is essential. The role involves presenting options and assisting guests in making informed choices. This position reports directly to the Front Office Manager.

KEY RESPONSIBILITIES:

  • Maintain confidentiality of proprietary information at all times.
  • Adhere to all Company Policies and ensure punctuality.
  • Engage with supervisors to discuss assignments, anticipate business levels, and other relevant information.
  • Deliver exceptional customer service consistently.
  • Exhibit a friendly, cheerful, and courteous demeanor at all times.
  • Accurately respond to inquiries from potential guests and manage hotel reservations.
  • Handle telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
  • Facilitate the check-in and check-out process for guests, including room assignments and accommodating special requests.
  • Provide guests with comprehensive orientations of the Hotel.
  • Assist with pre-registration and room blocking for reservations.
  • Understand and comply with credit, check-cashing, and cash handling policies and procedures.
  • Track room status and ensure accurate reporting.
  • Familiarize oneself with room locations, types, and rates.
  • Utilize front office equipment proficiently.
  • Process guest check-outs efficiently.
  • Follow procedures for managing safe deposit boxes used by guests.
  • Collaborate closely with the housekeeping department to keep room status reports current.
  • Coordinate requests for maintenance and repairs.
  • Employ proper telephone etiquette.
  • Perform cashiering tasks, including bill settlement and posting charges.
  • Report any unusual occurrences or requests to management.
  • Maintain cleanliness and organization of the front desk area.
  • Recognize that business demands may require shift adjustments.
  • Carry out additional duties as assigned by management.

QUALIFICATIONS & SKILLS:

Essential:

  • High School Diploma or equivalent work experience.
  • Minimum of 1 year in a similar role, preferably within the hospitality industry.
  • Demonstrate a competent level of computer literacy.
  • Exhibit initiative, excellent guest service, and decision-making abilities.
  • Ability to type at least 40 words per minute.
  • Capable of performing basic mathematical calculations.
  • Maintain focus on guest needs, remaining calm and courteous at all times.
  • Ability to manage multiple requests under pressure.
  • Work collaboratively with other departments and team members.
  • Flexibility in scheduling is required.
  • Ability to coordinate various services for guests.
  • Perform job functions with minimal supervision.
  • Effectively relay instructions and seek assistance when necessary.

COVID-19 Precaution(s):

  • Personal protective equipment provided or required.
  • Plastic shields at workstations.
  • Temperature screenings conducted.
  • Social distancing guidelines enforced.
  • Sanitizing and cleaning procedures implemented.