Representante de Servicio al Cliente de Recepción de Hotel

3 weeks ago


Daphne, Alabama, United States Courtyard Mobile DaphneEastern Shore Full time
Descripción del Puesto

Estamos buscando un candidato que pueda brindar una experiencia de servicio excepcional a nuestros huéspedes en la Recepción de nuestro hotel. El candidato ideal será capaz de proporcionar una atención personalizada y eficiente a nuestros huéspedes en todas las etapas de su estancia.

Responsabilidades
  • Proporcionar hospitalidad personalizada a los huéspedes en todas las etapas de su estancia.
  • Manejar de manera rápida y efectiva quejas y solicitudes de los huéspedes.
  • Registrar a los huéspedes de manera eficiente y amigable.
  • Registrar los cargos de los huéspedes, calcular las cuentas de los huéspedes, cobrar el pago y hacer cambio para los huéspedes del hotel siguiendo todos los procedimientos de manejo de efectivo requeridos por Marriott.
  • Manejar el correo y los mensajes de los huéspedes según los procedimientos establecidos.
  • Conocer muy bien el programa de lealtad Marriott Bonvoy, alentar a los huéspedes a inscribirse y ayudar con ello.
  • Desarrollar un conocimiento detallado del personal del hotel, ubicaciones de habitaciones, tarifas de habitaciones, comodidades y estrategias de venta.
  • Contestar el conmutador telefónico de acuerdo con los estándares de etiqueta telefónica adecuada.
  • Bloquear habitaciones y manejar solicitudes especiales.
  • Monitorear la disponibilidad de habitaciones.
  • Manejar las cajas de seguridad utilizadas por los huéspedes según los procedimientos establecidos.
  • Mantener el vestíbulo y el área del mostrador limpios y presentables.
  • Tener un conocimiento detallado de los procedimientos de emergencia y seguridad.
  • Ofrecer y manejar correctamente las solicitudes de llamadas de despertador.
  • Saber cómo limpiar las habitaciones de los huéspedes según los estándares.
  • Limpiar el vestíbulo, la sala de reuniones, la sala de máquinas expendedoras y el área de la oficina trasera según las Responsabilidades diarias de limpieza del Representante de Servicio al Cliente.
  • Realizar tareas de inicio y fin de turno; hacer depósitos de efectivo.
  • Asegurarse de que todas las tarjetas de crédito, efectivo y fondo de cambio estén equilibrados durante cada turno.
  • Informar a la gerencia sobre cualquier queja o problema relacionado con los huéspedes o los sistemas.
  • Comunicarse con el personal entrante y la gerencia registrando información pertinente en el libro de pases.
  • Mantener informado al personal de mantenimiento sobre todas las necesidades de mantenimiento.
  • Deber llevar el uniforme adecuado en todo momento de acuerdo con los Estándares de Apariencia.
  • Practicar normas de seguridad en todo momento.
  • Los empleados deben cumplir con todas las reglas de trabajo, procedimientos y políticas establecidas por la empresa, incluidas, entre otras, las contenidas en el manual del empleado.
  • Realizar otras tareas asignadas, para las cuales el empleado sea capaz.
Requisitos
  • Experiencia en Salesforce y FOSSE es un plus.
  • Buenas habilidades en computadora y resolución de problemas son necesarias.
  • Habilidades de comunicación fuertes, escritas y habladas.
  • Deber ser capaz de mover equipaje y/o paquetes hasta 40 lbs.


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