Customer Experience Representative

4 days ago


San Diego, California, United States Bartell Hotels, a CALP Full time
Job Overview

Bartell Hotels, a CALP, is San Diego's largest independent hotel owner-operator with a focus on employee satisfaction, customer experience, and community involvement.

We have a diverse collection of properties that reflect Southern California's natural beauty and exceptional hospitality. Our hotels combine classic and modern design, farm-to-table restaurants, and energized bars, three beautiful marinas, and the iconic Humphreys Concerts by the Bay entertainment venue.

Key Responsibilities:

  • Provide prompt and effective service to customers and hotel staff by operating hotel inventory in accordance with Bartell Hotels standards.
  • Understand room types and rates.
  • Manipulate hotel room inventory to meet and exceed customer expectations without loss to the hotel.
  • Apply the '10 foot rule' in all interactions.
  • Take ownership of issues when encountered.
  • Handle difficult situations effectively.
  • Comprehend the importance of group codes, guest types, and source codes.
  • Communicate clearly and courteously with other staff members and guests.
  • Demonstrate proficiency in using equipment such as faxes, phones, etc.
  • Respond to customer inquiries about the hotel, its facilities, and local events.
  • Provide prompt and accurate inter-hotel communications to staff and customers.
  • Take accurate messages.
  • Assign rooms on priority status with housekeeping.
  • Communicate with authorized personnel via Phones, HotSos, and/or radios.
  • Adhere to established hotel security and safety policies.
  • Prepare reports as needed, including bucket checks, dupe checks, credit limits, room discrepancies, and In-house notes.

Physical Demands & Work Environment:

This role requires regular standing, walking, use of hands to handle objects, reaching, talking, or hearing, and tasting or smelling. Climbing, balancing, stooping, kneeling, crouching, crawling, frequent lifting (up to 50 pounds), and carrying (25 pounds) are also required. The employee may be exposed to outside weather conditions and work in a moderate to loud noise environment.



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