Client Relations Specialist

2 weeks ago


Mahwah, New Jersey, United States DIMENSION HOSPITALITY Full time
Job Overview

Reports To: Front Office/Operations Manager

Supervises: N/A

Objective: To deliver exceptional service in a courteous, professional, and efficient manner, primarily focusing on the check-in and check-out processes, thereby enhancing the overall guest experience. This role will also involve covering overnight shifts.

Key Responsibilities:

  1. Welcome, register, and allocate rooms to guests. Provide room keys and escort instructions to the Bell staff or directly to guests, ensuring privacy by not disclosing room numbers.
  2. Respond to inquiries regarding hotel amenities, guest registration, and local shopping, dining, entertainment, and travel guidance.
  3. Maintain accurate records of room availability and guest accounts. May assist in making, confirming, and canceling reservations for guests.
  4. Calculate bills, collect payments, and provide change to guests. May manually or electronically post charges for services such as lodging, dining, beverages, or phone usage.
  5. Date-stamp, categorize, and organize incoming mail and messages. Utilize communication equipment such as telephones, faxes, and switchboards to transmit and receive messages.
  6. Understand and uphold the hotel’s credit policies. Responsible for cash handling and making deposits in accordance with hotel and corporate standards.
  7. Proactively greet guests in a friendly and welcoming manner.
  8. If in a leadership role: (a) oversee assigned staff in the absence of the Supervisor, (b) delegate tasks, and ensure proper execution of duties by assigned personnel.
  9. May assist guests with reservations for dining, transportation, or entertainment; may secure guests' valuables in the hotel safe or safe-deposit box; may arrange complimentary gifts for special occasions.
  10. Perform other related duties as assigned.

Required Skills:

  1. Ability to communicate clearly and listen attentively.
  2. Utilize personal judgment and specialized knowledge to provide information effectively.
  3. Engage with a diverse range of individuals with ease.
  4. Adapt quickly and frequently shift between various tasks such as typing, interviewing, directory searches, and phone usage.
  5. Demonstrate precision with hands and fingers while operating a switchboard or computer keyboard.

Qualifications:

Education:

  • High School Diploma or equivalent.

Experience:

  • At least 3 months of experience in hospitality, general office, accounts receivable, or customer service. Experience with Hilton systems is preferred.


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