Customer Service Representative

3 weeks ago

Bordentown, New Jersey, United States Gulph Creek Hotels Full time
Job Summary

The Front Desk Agent is responsible for providing exceptional guest service and ensuring the highest level of satisfaction for our valued customers at Gulph Creek Hotels.

Key Responsibilities
  • Guest Service:
    • Maintain a customer-centric approach to all interactions with guests.
    • Respond promptly to guest needs and ensure their satisfaction.
    • Meet or exceed guest satisfaction measures.
    • Implement and practice guest service initiatives and perform to Gulph Creek Hotel standards.
  • Front Desk Operations:
    • Greet all guests in a friendly and welcoming manner.
    • Process guest reservations, registration, and departures efficiently.
    • Offer assistance to guests at every opportunity.
    • Respond to guest requests in a timely and effective manner.
    • Provide information to guests about hotel policies, services, and amenities.
    • Provide directions and other assistance as necessary about the local area.
    • Maintain accurate guest information in the hotel property management system.
  • Additional Responsibilities:
    • Handle collection efforts of all in-house balances and notify management of potential liabilities.
    • Balance all cash, check, credit card, and ledger accounts through verification, shift reports, and perform audit functions if assigned.
    • Maintain daily logs and checklists.
    • Effectively communicate all pertinent information to other employees within the department and other departments regarding room status/availability, guest requests, etc.
    • Assist in all areas of the operation, including PBX/Switchboard, bellman or concierge services, reservations, and other areas as necessary.
    • Comply with all standards and regulations to encourage safe and efficient hotel operations.
    • Maintain regular attendance in compliance with company policy.
    • Maintain high standards of personal appearance and grooming in accordance with company policy.
    • Approach all encounters with guests and employees in a friendly, service-oriented manner.
    • Maintain and organize work area regularly.
Requirements
  • Education and/or Experience:
    • High School diploma or equivalent, plus relative experience in customer service.
  • Language and Mathematical Skills:
    • Ability to read and speak English and comprehend simple instructions, short correspondence, and memos.
    • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees.
    • Ability to effectively communicate with employees, guests, and supervisors for optimum operation of the property.
    • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
    • Ability to compute rates, ratio, and percent and to draw and interpret bar graphs.
  • Certificates, Licenses, Registrations:
    • None required at this time.
  • Physical Demands/Work Environment:
    • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
    • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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