Guest Relations Specialist

2 weeks ago

Frederick, Maryland, United States Sandpiper Property Management Full time

Position Overview:

The Customer Service Representative plays a crucial role in managing and coordinating overnight call activities from various properties within the Sandpiper Property Management portfolio. This position ensures that guest inquiries are addressed promptly and accurately during the hours when front desk services are unavailable. The representative is responsible for determining the appropriate routing of calls to On Call Attendants or providing guests with information about available services, while meticulously documenting all call activities.

Key Responsibilities:

  • Maintain a comprehensive daily log of all guest interactions, ensuring timely follow-up on unresolved issues and communicating necessary information to relevant management personnel.
  • Assess the needs of incoming calls and determine the best course of action:
    1. Direct calls to the appropriate hotel and On Call Attendant's mobile number for urgent situations such as lockouts or emergencies.
    2. For general inquiries, inform guests about how and when they can receive assistance or provide answers to questions when possible.
  • Engage with regional and senior leadership for any matters that require escalation.
  • Demonstrate exceptional multi-tasking abilities to effectively manage multiple responsibilities.
  • Ensure availability to foster a positive guest experience.
  • Adapt to the dynamic nature of the hospitality industry by being flexible with work schedules as needed to meet business demands.
  • Attendance at all scheduled training sessions and meetings is mandatory.
  • Compliance with Sandpiper Property Management policies and procedures is essential for the safe and effective operation of the facilities.
  • This role requires overnight availability.

Team Collaboration:

  • Ensure that all calls transferred back to On Call Attendants are handled appropriately and maintain records of confirmations.
  • Work collaboratively with team members to address client requests and provide quality solutions or escalate as necessary.
  • Share insights and information openly with colleagues to enhance team performance.
  • Keep team members informed to prevent surprises and ensure client satisfaction.
  • Accurately manage and report time and expenses.
  • Adhere to all policies and procedures consistently.
  • Exhibit strong decision-making skills.

Additional Requirements:

  • Proficiency in speaking, reading, writing, and understanding the primary language(s) used in the workplace.
  • Strong communication skills, both verbal and written, are essential.
  • Fulfill any other duties as assigned by a supervisor.
E.O.E/AA Drug-Free Workplace M/F/D/V

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