Guest Services Representative
1 week ago
Position Title: Customer Service Representative
Department: Guest Services
Job Type: Full Time
Pay: $16.25 per hour
Job Summary:
The Guest Services Representative is pivotal in delivering outstanding customer service and fostering strong professional relationships with guests. This role involves assisting patrons with reservations, providing updates on booking statuses, sharing information about hotel amenities, and distributing promotional materials. The representative will address customer inquiries and concerns promptly or direct them to the appropriate staff. Additionally, this position entails maintaining accurate records and performing various clerical tasks as necessary.
Key Responsibilities:
- Manage Customer Reservations:
- Receive and process reservations via phone, fax, and email.
- Input reservation details into the system and offer additional information as needed.
- Confirm receipt of reservations and verify pricing and billing details.
- Maintain organized files and address any discrepancies.
- Provide information to customers and resolve issues efficiently.
- Facilitate check-in and check-out processes for guests.
- Handle customer payments and explain credit holds.
- Conduct guest satisfaction surveys and engage with visitors regarding their experiences.
- Address inquiries and concerns with courtesy and efficiency.
- Keep guests informed about company policies and their account statuses.
- Maintain the organization's professional image through superior service.
- Support colleagues as needed and coordinate with the accounting team on customer credit matters.
- Keep management updated on departmental activities and any significant issues.
- Participate in team meetings as required.
Performance Metrics:
- Customer service interactions are timely and respectful.
- Records are accurate and well-organized.
- Customer issues are resolved promptly and professionally.
- Strong working relationships are maintained with team members.
- Management is kept informed of relevant activities.
Qualifications:
Education: High school diploma or equivalent.
Knowledge: Familiarity with company products and service policies.
Experience: Prior experience in customer service and data entry is preferred.
Skills: Excellent communication and interpersonal skills, strong organizational abilities, attention to detail, and proficiency in typing and office equipment usage.
Physical Requirements:
Must be able to perform tasks requiring finger dexterity, effective communication, and the ability to hear and respond to customer inquiries. The role may involve standing for extended periods and lifting light objects.
Work Environment:
This position is typically performed in a standard office setting with no hazardous conditions.
Benefits:
- Employee assistance program
- Discounts on hotel stays
- Paid holidays
- Training opportunities
- Support for professional development
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