Customer Service Representative
2 weeks ago
About Bartell Hotels: Bartell Hotels is a leading independent hotel owner-operator in San Diego, focusing on employee satisfaction, customer experience, and community involvement. Our diverse collection of properties reflects Southern California's natural beauty and love for active lifestyles, combined with exceptional hospitality. Our hotels feature classic and modern design, farm-to-table restaurants, and energized bars, as well as three beautiful marinas and the iconic Humphreys Concerts by the Bay entertainment venue.
Our Culture: At Bartell Hotels, you'll find a team of friendly and dedicated individuals committed to exceeding guest expectations every day. Our culture emphasizes respect, pride, teamwork, and development, encouraging entrepreneurial thinking and leadership opportunities. We value colleague diversity, inclusion, and equity, and are committed to respecting and appreciating each colleague.
Bartell Hotels is an equal opportunity employer.
Primary Objective of Guest Service Agent PositionTo provide prompt, effective, and friendly guest service to customers and hotel staff by operating hotel inventory in accordance with Bartell Hotels standards.
Responsibilities
- Provide courteous and efficient service to customers by operating the front desk according to Bartell Hotels standards.
- Understand room types and rates.
- Manipulate hotel room inventory to meet and exceed customer expectations without loss to the hotel.
- Understand the importance of the '10 foot rule'.
- Own problems when confronted with one.
- Handle difficult situations effectively.
- Understand the importance of group codes, guest types, and source codes.
- Communicate clearly and courteously with other staff members and guests.
- Demonstrate proficiency in the use of equipment (including faxes, phones, etc.).
- Respond to customer questions regarding the hotel, in-house facilities, and local events.
- Provide courteous, prompt, and accurate inter-hotel communications to staff and customers.
- Take accurate and complete messages.
- Correctly place rooms on priority status with housekeeping.
- Communicate with authorized personnel using phones, HotSos, and/or radios.
- Follow established hotel security and safety policies as required.
- Prepare reports as requested, which may include bucket checks, dupe checks, credit limits, room discrepancies, and in-house notes.
Other duties may be assigned as needed.
Physical Demands & Work Environment
While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, talk or hear, and taste or smell. The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl, as well as frequently lifting and/or moving up to 50 pounds. The employee must also be able to go up and down a flight of stairs while carrying 25 pounds. The employee is sometimes exposed to outside weather conditions and the noise level in the work environment is usually moderate to loud.
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