Welcome Center Staff Member

3 weeks ago


Webster, New Hampshire, United States The Westin Westminster Full time
Customer Service Representative Job Opportunity at The Westin Westminster

About Us:
The Westin Westminster is a luxurious hotel located near Denver and Boulder, offering stunning views of the Rocky Mountains.

We are looking for a highly skilled and customer-focused Customer Service Representative to join our front desk team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our guests, handling check-ins and check-outs, and maintaining a clean and organized front desk area.

Responsibilities:

  • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
  • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler's checks, and other forms of payment. Convert foreign currency at current posted rates. Post charges to guest rooms and house accounts using the computer.
  • Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
  • Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
  • Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
  • Comply with attendance rules and be available to work on a regular basis.
  • Perform any other job-related duties as assigned.

Benefits:

  • Estimated annual salary range of $35,000 - $40,000
  • Medical and dental insurance through Anthem Blue Cross Blue Shield
  • Vision insurance through EyeMed
  • Pet insurance through the ASPCA
  • 401(k) Savings Plan with matching funds
  • Discounts through our 'YouDecide' and Hotel Room Discount programs
  • Access to DailyPay, a voluntary benefit that allows associates access to their earnings when they want them


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