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Customer Service Representative

2 months ago

Myrtle Beach, South Carolina, United States Surfside Beach Resort Full time
Job Description

Job Title: Front Desk Agent

Job Summary:

The Front Desk Agent is responsible for providing exceptional guest services, ensuring a seamless and memorable experience for our valued customers at the Surfside Beach Resort.

Key Responsibilities:

  • Guest Services: Provide high-level customer service, ensuring all guests feel welcome and valued.
  • Room Assignments: Conduct pre-assignment of hotel rooms, taking into account VIPs, repeat guests, packages, and special requests.
  • Check-in/Check-out: Check in and out hotel guests in a confident, professional, and friendly manner.
  • Phone Operations: Answer all phone calls promptly and knowledgeably, ensuring complete and accurate information.
  • Shift Management: Complete all items on the appropriate checklist by the end of the shift.
  • Key Control: Follow established key control policy.
  • Personal Presentation: Ensure proper credit policies are followed and verify credit limit reports.
  • Lost and Found: Submit all lost and found articles accompanied by a completed lost and found report.
  • Concierge Services: Knowledgeable of immediate area, services, attractions, and events, and assist with Concierge services.
  • Emergency Procedures: Knowledgeable of fire and emergency procedures.
  • Cash Handling: Open, secure, and balance out daily shift bank, involving counting and verifying cash, check, and credit card transactions.
  • Room Availability: Monitor room availability throughout the day.
  • Sales and Yield Management: Review daily the selling status of the hotel using yield management system.
  • Department Meetings: Attend department meetings once a month.
  • Interdepartmental Communication: Perform all other duties as directed by immediate supervisor, and contact other departments as necessary to ensure coordinated services.

Qualifications:

  • Education: High school diploma or general education degree (GED); and six months to one year related experience and/or training.
  • Language Skills: Ability to read, analyze, and interpret procedure manuals, and effectively present information and respond to questions from guests.
  • Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists, and interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Other Skills and Abilities: Ability to operate the Property Management System, capture email, and use the PBX system, and maintain organization and demonstrate quality service.