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Customer Service Representative
2 weeks ago
Key Responsibilities:
- Process all guest arrivals, departures, room assignments, and room change/late departure requests.
- Secure payment; activate/reissue room keys.
- Verify/update rates for guests.
- Ensure accurate billing for guests.
- Communicate to appropriate staff when guests are waiting for an available room.
- Advise guests of messages.
- Clear departures in the computer system.
- Coordinate with Housekeeping to track room status and guest concerns.
- File guest paperwork or documentation.
- Operate the telephone switchboard station.
- Run and review daily reports, contingency lists, and credit card authorization reports.
- Supply guests with directions and information.
- Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guest satisfaction.
- Arrange transportation for guests/visitors.
- Count and secure bank at beginning and end of shift.
- Cash guest checks, process all payment types, vouchers, paid-outs, charges, and provide change.
- Notify Loss Prevention/Security of any reports of theft.
- Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; maintain confidentiality of proprietary information; protect company assets.
- Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.
- Speak using clear and professional language; answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees.
- Comply with quality assurance standards.
Requirements:
- Education: High school diploma or GED equivalent.
- Related Work Experience: No related work experience.
- Supervisory Experience: No supervisory experience.
- License or Certification: None
