Customer Experience Specialist

2 months ago

Dayton, Ohio, United States Holiday Inn Express and Suites Full time

At Holiday Inn Express and Suites, we are dedicated to enhancing the experience of our guests, colleagues, and business partners to achieve exceptional results. A career with us offers a fulfilling pathway for professional growth and the chance to be part of a dynamic team of enthusiastic individuals.

Key Responsibilities:

  • Deliver outstanding service to customers consistently.
  • Address guest inquiries and resolve complaints promptly and effectively.
  • Facilitate the check-in and check-out process in a welcoming manner.
  • Process guest charges, compute bills, collect payments, and provide change as necessary.
  • Adhere to all cash handling protocols as required.
  • Manage guest mail and messages following established guidelines.
  • Acquire comprehensive knowledge of room locations, rates, amenities, and sales strategies.
  • Handle reservations on-site.
  • Manage room assignments and special requests efficiently.
  • Monitor room availability and report accordingly.
  • Oversee safe deposit box usage by guests in line with established procedures.
  • Maintain a clean and inviting lobby and front desk area.
  • Be well-versed in emergency and security protocols.
  • Manage wake-up call requests professionally.
  • Ensure proper check-in procedures are followed and valid payment methods are collected.
  • Communicate effectively with incoming staff and management by documenting relevant information.
  • Notify maintenance of any necessary repairs.
  • Adhere to uniform standards at all times.
  • Engage in sales lead generation activities as required.
Essential Duties:
  • Complete all required training promptly as mandated by the brand.
  • Participate in daily and weekly team meetings.
  • Stay informed about daily hotel revenue objectives and contribute to achieving them.
  • Process guest arrivals and departures, ensuring all payments are handled accurately.
  • Coordinate room assignments and manage pre-arrival tasks.
  • Address guest concerns effectively.
  • Provide referrals for services and respond to information requests.
  • Assist with the handling and storage of guest luggage.
  • Support the check-in and check-out processes for groups and tours.
  • Answer the switchboard adhering to proper telephone etiquette.
  • Communicate with housekeeping regarding guest requests and special circumstances.
  • Perform all tasks as outlined in the shift checklist.
  • Foster positive working relationships with all team members to promote a collaborative work environment.
  • Be flexible with work schedules, including days, nights, weekends, and holidays.
Preferred Attributes:

  • Detail-Oriented: Able to execute tasks with precision and attention to detail.
  • Team Player: Collaborates effectively within a team setting.
  • Enthusiastic: Exhibits a strong sense of enjoyment and interest in the role.
Motivational Factors:

  • Impactful Contribution: Motivated by the opportunity to contribute to the success of the organization.
  • Task Completion: Driven by the satisfaction of completing tasks efficiently.
  • Opportunities for Growth: Inspired by the potential for increased responsibilities.
  • Self-Motivated: Capable of working independently without external guidance.
General Notes:
  • This job description is intended to provide a general overview of the position. Additional responsibilities may be assigned by the supervisor as needed.
  • Management reserves the right to modify this job description and its associated duties as necessary.
  • The company is committed to providing reasonable accommodations to qualified individuals with disabilities, as required by law.
  • This position is classified as at-will employment, and this job description does not constitute a contract of employment.

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