SUMMARY

  • Respond to any questions from guests, and follow up with guests to ensure their requests have been met to their satisfaction.
  • Take and confirm reservations and cancellations.
  • Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities.
  • Respond to guest requests for special arrangements or services spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
  • Contact appropriate individual or department as necessary to resolve guest requests.
  • Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance.
  • Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

    • CANDIDATE PROFILE

    Experience

  • Previous experience working within a Customer Service environment preferred

    • Skills and Knowledge

  • Strong Communication skills (verbal, listening, writing)
  • Pro-active and reliable
  • Able to work alone and within a team

    • Education or Certification

  • Good level of English essential

    • GENERAL REQUIREMENTS

  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
  • Support all co-workers and treat them with dignity and respect.
  • Develop and maintain positive and productive working relationships with other employees and departments.

    • DAILY REQUIREMENTS

  • Stand or walk for an extended period of time or for an entire work shift.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process LEARN, Guest Response) to resolve issues, delight, and build trust.
  • Address guests’ service needs in a professional, positive, and timely manner.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.