Customer Service Representative

4 days ago


Rapid City, South Dakota, United States The Rushmore Hotel Full time

Job Title:

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Hotel Front Desk Associate

Company Overview:

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The Rushmore Hotel is a premier destination for travelers who value their time after work. Our property is located on the corner of Mt. Rushmore Road and Main Street in downtown Rapid City, SD.

Job Description:

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We are seeking a highly skilled and enthusiastic Hotel Front Desk Associate to join our team in Rapid City, SD. As a key member of our hospitality staff, you will be responsible for delivering exceptional guest experiences, ensuring seamless check-ins, and providing top-notch customer service.

Responsibilities:

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  • Guest Check-In/Check-Out: Welcome guests, manage their account information, and ensure they have everything they need for a memorable stay.
  • Customer Service: Respond to clients' complaints in a timely and professional manner, exceeding their expectations with every interaction.
  • Room Assignments: Work with housekeeping staff to ensure rooms are ready for new guests, maintaining a high level of cleanliness and organization.
  • Phone Operations: Take incoming calls, online and in-person room bookings requests, and answer questions about guests' needs involving room rates, available rooms, amenities, rewards programs, and special requests.
  • Payment Processing: Inform customers about payment methods and verify their credit card data, ensuring secure transactions and accurate record-keeping.
  • Registration: Register guests by collecting necessary information (like contact details and exact dates of their stay), maintaining confidentiality and discretion at all times.
  • Upselling: Provide information about our hotel, available rooms, rates, and amenities, offering personalized recommendations to enhance the guest experience.
  • VIP Services: Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests, ensuring their needs are met and exceeded.

Requirements:

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  • Education: High school graduate, GED recipient, or equivalent.
  • Experience: At least one year of hospitality industry experience as a hotel front desk agent or similar position preferred.
  • Skills: Excellent time management skills, organizational skills, customer service skills, and interpersonal skills. Working knowledge of Microsoft Office and reservation management systems.
  • Personal Qualities: Comfortable taking telephone calls and mitigating stressful situations, excellent communication and organizational skills, and a customer service attitude.

Compensation:

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$14 - $15 hourly.



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