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Customer Experience Specialist

2 months ago

Dayton, Ohio, United States Holiday Inn Express and Suites Full time

At Holiday Inn Express and Suites, we are dedicated to providing exceptional service to our guests, colleagues, and business partners. A career with us offers a fulfilling pathway for professional growth and the chance to be part of a dynamic team of enthusiastic individuals.

Key Responsibilities:

  • Deliver outstanding service to guests consistently.
  • Address guest inquiries and resolve complaints promptly and effectively.
  • Facilitate the check-in and check-out process in a friendly and efficient manner.
  • Process guest charges, compute bills, collect payments, and provide change as necessary.
  • Adhere to all cash handling protocols as required.
  • Manage guest mail and messages in accordance with established procedures.
  • Acquire comprehensive knowledge of room locations, rates, amenities, and sales strategies.
  • Handle reservations on-site.
  • Coordinate room assignments and accommodate special requests.
  • Monitor room availability and manage safe deposit box usage.
  • Maintain a clean and welcoming lobby and front desk area.
  • Understand emergency and security protocols thoroughly.
  • Process wake-up call requests accurately.
  • Ensure all guest check-ins are completed with valid payment methods.
  • Communicate effectively with incoming staff and management by documenting relevant information.
  • Report maintenance needs to the appropriate personnel.
  • Adhere to uniform standards at all times.
  • Engage in sales lead generation activities as required.
Essential Duties:
  • Complete all required training within the designated timeframe.
  • Participate in daily and weekly team meetings.
  • Stay informed about daily hotel revenue targets and execute responsibilities to meet these goals.
  • Manage guest arrivals and departures, ensuring all payments are processed accurately.
  • Assist with group and tour check-ins and check-outs.
  • Respond to guest concerns with professionalism.
  • Provide information and referrals for services as needed.
  • Handle and store guest luggage securely.
  • Answer the switchboard following proper telephone etiquette.
  • Coordinate with housekeeping regarding guest requests and room status.
  • Fulfill all tasks outlined in the shift checklist.
  • Foster positive working relationships with all team members to promote a collaborative environment.
  • Be flexible with work schedules, including nights, weekends, and holidays.
Preferred Qualities:
  • Detail-Oriented: Capable of executing tasks with precision and attention to detail.
  • Team-Oriented: Works effectively as part of a group.
  • Enthusiastic: Exhibits a strong interest and enjoyment in the role.
Motivational Factors:
  • Impactful Contribution: Motivated by the ability to contribute to the success of the organization.
  • Task Completion: Driven by the satisfaction of completing tasks.
  • Opportunities for Advancement: Inspired by the potential for increased responsibilities.
  • Self-Motivated: Capable of working independently without external guidance.
General Notes:
  • This job description is intended to provide a general overview of the position. Additional responsibilities may be assigned by the supervisor as needed.
  • Management reserves the right to modify this job description and associated duties as necessary.
  • We are committed to providing reasonable accommodations for qualified individuals with disabilities, as required by law.
  • This position is at-will, and this job description does not constitute a contract of employment.