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Customer Service Representative

2 months ago

Miami, Florida, United States Hotel Management and Consulting Full time

Job Summary:

We are seeking a highly motivated and customer-focused individual to join our team as a Guest Services Attendant at Woodspring Suites. As a key member of our front office team, you will be responsible for providing exceptional service to our guests, ensuring a seamless and enjoyable stay.

Key Responsibilities:

  • Provide exceptional customer service to guests, responding to their needs and resolving any issues in a timely and professional manner.
  • Manage front office operations, including reservations, check-ins, and check-outs, ensuring accuracy and efficiency.
  • Review and approve transmittals and other front office paperwork and reports, maintaining attention to detail and accuracy.
  • Ensure team member attitude of attentiveness and anticipation of guest needs, promoting a positive and welcoming environment.
  • Give tours to potential guests, showcasing the amenities and services of our property, and be able to ask for and close the sale.
  • Ensure proper delivery of guest's special requests, such as linen requests for sofa sleepers.
  • Inspect studios for cleanliness and proper preventative maintenance, maintaining high standards of quality and safety.
  • Ensure the security needs of the property and guests are met, adhering to company policies and procedures.
  • Respond to requests from immediate supervisor and follow up with immediate supervisor, maintaining open communication and collaboration.
  • Assist the Property Attendant in housekeeping with the day's needs, supporting the team and ensuring a smooth operation.
  • Wash, dry, and fold laundry as needed, maintaining a clean and organized workspace.
  • Administer keys, ensuring secure and efficient access to the property.
  • Know property emergency procedures, being prepared to respond in case of an emergency.
  • Manage inventory and assist with budget control, maintaining accurate records and reports.
  • Ensure proper uniform standards are followed throughout departments, promoting a professional and cohesive image.
  • Familiarize yourself with area attractions and services to accommodate guest's needs, providing recommendations and support.
  • Suggest/Sell services and amenities to accommodate guest's needs, promoting upselling and cross-selling opportunities.
  • Review studio inventory and work within guidelines, maintaining accurate records and reports.
  • Assist in maintaining accounts, ensuring accurate and timely processing of transactions.
  • Make outgoing marketing calls and other various marketing activities as requested, supporting the sales and marketing efforts of the property.

Requirements:

  • One-year experience in customer service; hotel operations preferred.
  • Knowledge of lodging point of sale systems.
  • Excellent communication skills needed to make outbound telephone sales calls.
  • Bi-lingual preferred; must speak English.
  • Excellent oral, organization, and written communication skills.
  • Have reliable transportation.
  • Self-starter able to prioritize multiple projects and meet deadlines under pressure.
  • Strong organizational time management skills and problem-solving skills.
  • Proactive and aggressive in solving problems.

Physical Demands:

  • Repetitive stair-climbing.
  • Kneeling and/or squatting.
  • Climbing ladders.
  • Lifting 20 lbs over head.
  • Pushing and pulling 20 lbs.
  • Standing for prolonged periods.