Customer Experience Representative

3 days ago

Mentor, Ohio, United States Total Management Group Full time
Job Summary

We are seeking a highly skilled Customer Experience Representative to join our team at Total Management Group. As a key member of our staff, you will be responsible for providing exceptional service to our guests, ensuring their stay is memorable and enjoyable.

About the Role

The Customer Experience Representative will work under the direction of the General Manager, performing daily checklist activities, checking in and out guests, and providing optimum guest service and satisfaction. The ideal candidate will be proactive, effective, and able to work independently with minimal supervision.

Key Responsibilities
  • Provide warm and welcoming service to all guests, ensuring they feel valued and appreciated.
  • Maintain a clean, inviting environment for our guests, adhering to high standards of quality and safety.
  • Present yourself professionally, always dressed in clean attire, and composed manner.
  • Follow the shift checklist daily to ensure consistent and effective performance.
  • Complete all required training as outlined by the GM by the due date, and communicate additional training needs to supervisors as they arise.
  • Review all arrivals and ensure that proper CRM procedures are followed for room assignments.
  • Check guests in and out, and ensure their method of payment and final bills are correct.
  • Makes reservations on the phone or in person using the hotel's reservation flow chart.
  • Gives directions, general information, and recommendations to the guest about the local area.
  • Takes in and gives out cash from a cash drawer that is balanced at the beginning and end of shift.
  • Follows proper internal controls established by the GM.
  • Responds promptly to any guests' inquiries or complaints and resolves issues in an appropriate, timely manner.
  • Offers alternate solutions if guest demands cannot be met.
  • Shows personal control in front of guests by maintaining a positive attitude, staying calm and patient, avoiding the use of negative language, and never displaying anger or frustration.
  • Takes initiative to speak to and engage with guests first, and communicates consistently and professionally.
  • Acknowledges every guest with eye contact and a smile or greeting.
  • Stocks front desk area, business center, coffee bar, lobby, and suite shop with all items needed for daily use and cleans areas as needed.
  • Recognizes Hilton Honors members consistently and accurately.
  • Communicates effectively with supervisors and management regarding guest issues, internal issues, needs of the hotel, or opportunities to improve the overall success of the hotel.
  • Communicates with coworkers effectively and professionally.
  • Creates maintenance tickets for maintenance issues and logs them in MOD Report.
  • Documents important happenings and information in the MOD Report each shift and ensures proper communication to following shifts and management.

Requirements and Qualifications
  • You must be available to work 2nd shift.
  • Bachelor's degree not necessary but prior customer service experience preferred.
  • Excellent verbal and written communication skills.
  • Ability to work in a fast-paced environment and multitask.
  • Ability to lift up to 50 pounds and stand for long periods.
  • Familiarity with hotel operations and hospitality industry practices a plus.

Compensation and Benefits

This position offers a competitive salary of $14.50 per hour, plus benefits including medical, dental, and vision insurance, paid time off, and opportunities for professional growth and development within our company.

Total Management Group

Total Management Group is committed to providing excellent service to our guests and creating a positive work environment for our employees. If you are a motivated individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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