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Customer Service Associate

2 months ago

Fresno, California, United States Holiday Inn Express - Fresno (River Park) Full time
Job Overview

** Immediate openings available for qualified candidates **

POSITION SUMMARY:

The Guest Services Representative serves as the primary point of contact for guests throughout their stay at the hotel. This role involves greeting guests, addressing inquiries, and resolving any issues in a professional and efficient manner. A sales-oriented mindset is essential, as this position involves presenting options and assisting guests in making informed choices. The Guest Services Representative reports directly to the Front Office Manager.

KEY RESPONSIBILITIES:

  • Maintain confidentiality of all proprietary information.
  • Adhere to company policies and arrive on time for scheduled shifts.
  • Collaborate with supervisors to discuss assignments and anticipate business needs.
  • Provide exceptional customer service consistently.
  • Exhibit a friendly and courteous demeanor at all times.
  • Respond accurately to inquiries from potential guests and manage hotel reservations.
  • Handle telephone and in-person inquiries regarding reservations and guest concerns.
  • Facilitate the check-in and check-out process for guests, accommodating special requests when feasible.
  • Conduct hotel orientations for guests.
  • Assist with pre-registration and room blocking for reservations.
  • Comprehend and follow proper credit, cash handling, and check-cashing procedures.
  • Stay informed about room status and tracking.
  • Familiarize oneself with room locations, types, and rates.
  • Operate front office equipment proficiently.
  • Process guest check-outs efficiently.
  • Follow procedures for managing safe deposit boxes for guests.
  • Coordinate with housekeeping to keep room status reports current.
  • Utilize proper telephone etiquette.
  • Perform cashiering duties, including bill settlement and posting charges.
  • Report any unusual occurrences or requests to management.
  • Maintain cleanliness and organization of the front desk area.
  • Adapt to changing business demands and shift assignments as necessary.
  • Undertake additional responsibilities as assigned by management.

QUALIFICATIONS & SKILLS:

Essential:

  • High School diploma or equivalent experience.
  • Minimum of 1 year experience in a similar role, preferably within the hospitality sector.
  • Competent computer literacy skills.
  • Strong initiative, excellent guest service, and decision-making abilities.
  • Ability to type at least 40 words per minute.
  • Proficient in basic mathematical calculations.
  • Focused attention on guest needs, maintaining a calm and courteous demeanor.
  • Ability to manage multiple requests under pressure.
  • Team-oriented with the ability to collaborate effectively with other departments.
  • Flexible scheduling availability.
  • Capable of coordinating various services for guests.
  • Ability to perform job functions with minimal supervision.
  • Effective in relaying instructions and seeking assistance when needed.

COVID-19 Precautionary Measures:

  • Personal protective equipment provided or required.
  • Plastic shields at workstations.
  • Temperature screenings conducted.
  • Social distancing guidelines enforced.
  • Regular sanitizing and cleaning procedures implemented.