Customer Service Representative

1 day ago

Reno, Nevada, United States Peppermill & Western Village Full time
Job Summary

We are seeking a highly skilled and customer-focused Reservations Agent to join our team at Peppermill & Western Village. As a key member of our Call Center, you will be responsible for providing exceptional service to our guests, handling reservations, and ensuring a seamless experience for all who interact with us.

Key Responsibilities
  • Hotel Operator
    • Answer phone calls to provide directory and information assistance to guests.
    • Input messages into the computer, set wake-up calls, retrieve messages, and communicate the content to the guests.
  • Reservation Agent
    • Answer phone calls and provide reservation and information assistance to guests using Mitel, LMS, CMS/ACSC, TIX, and other computer applications.
    • Input room reservations via fax and email using the LMS application.
    • Effectively manage and communicate through email in a timely and organized manner in a multi-tasking environment.
  • Promptly answer the telephone and greet guests immediately with a friendly and sincere welcoming tone using positive and clear English communication; listen to and understand requests, respond with appropriate action, and provide accurate information.
  • Communicate and react in a courteous, professional manner to ensure superior guest satisfaction.
  • Maintain a high level of attention and focus on detail. Ability to remain alert in a high volume, ever-changing task environment, follow detailed procedures and ensure accuracy in documentation, communication, and data input.
  • Must have the ability to clearly present information through the spoken or written word and read and interpret complex information.
  • Able to maintain professionalism while dealing with interpersonal conflict, difficult conditions, personal rejection, or time demands.
  • Able to display enthusiasm and promote a friendly group working environment and display team spirit.
  • Able to demonstrate a high level of service delivery, always remaining friendly and helpful, do what is necessary to ensure guest satisfaction, manage service failures and prioritize guest needs.
  • Able to act in solving problems while exhibiting good judgment and a realistic understanding of the issue, reviewing facts, and weighing options.
  • Able to remain open-minded, manage transitions effectively from task to task and to adapt to varying guest needs.
  • Able to be tactful, maintain confidence, guest privacy, and foster an ethical and honest work environment.
  • Ability to build rapport with guests and co-workers alike and recognize their concerns and feelings.
  • Be respectful with every guest and their different styles and diverse cultures, building rapport, trust, and loyalty.
  • Supports the company culture expectation on delivering 4 diamond service.
  • Adherence to all departmental and company policies, including but not limited to the attendance and appearance policy and the code of conduct.
Requirements
  • High School Diploma or equivalent required.
  • Must be able to communicate clearly in all aspects of the English language.
  • Capable of learning and effectively using a variety of computer applications and software.
  • Must present a well-groomed appearance.

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