Virtual Guest Service Representative Part Time

4 days ago


Matthews, North Carolina, United States ESA Management, LLC Full time

Job Summary

The Virtual Guest Service Representative Part Time position is an exciting opportunity to provide exceptional guest service in a virtual environment. As a key member of our team, you will be 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 Virtual Guest Service Representative 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.

Key Responsibilities

  • 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.

Requirements

  • 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.


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