Urgent Guest Service Agent

The Guest Service Agent must have the ability to perform all reservations call center functions including taking reservations, making outbound calls, email, SMS and website chat communication with guests.

ESSENTIAL FUNCTIONS

• Manage call activity, email activity, messaging activity, SMS activity and website chat activity at a high, fast volume.
• Actively sell rooms to customers while accurately quoting rates, packages, additional fees, and policies. Upsell to higher priced products or packages when possible.
• Effectively and respectfully communicate with customers verbally and through email or messaging.
• Be aware of individual location promotions, area events, social media activity and digital campaigns to ensure accurate guest communication.
• Develop a full working knowledge of the company brand and each individual location including but not limited to location website, product types, destination information, amenity information and hours, location, policies, fees, and ADA specifications.
• Respond to guest inquiries (through voice, SMS, email, or social media) and assist in resolving customer complaints.
• Accurately post charges and refunds to reservations when necessary.
• Perform department opening and/or closing procedures.
• Represent the company in a professional and positive manner at all times. Maintain and enhance the companys image when interacting with clients, guests, associates, and vendors.

SKILL AND KNOWLEDGE REQUIREMENTS

• High School Diploma. Minimum of at least 18 years of age.
• Some job-related experience preferred.
• Computer proficiency with the ability to utilize Office 365 as well as Property Management System (PMS) experience.
• Demonstrated talent for interacting with a wide variety of people, ability to effectively organize and coordinate multiple priorities; ability to learn and develop new skills; ability to problem solve.
• Solid organizational skills for learning and maintaining information. Ability to quickly find/access data for guest assistance.
• Excellent interpersonal, administrative, telephone and other communication skills.
• Strong customer service abilities. Actively looks for ways to assist customers and coworkers.

PHYSICAL AND MENTAL REQUIREMENTS

• Ability to sit or stand at a desk in front of a computer for the entire workday.
• Reading and writing work-related documents in English.
• Speech recognition and clarity, including the ability to understand the speech of customers and co-workers and the ability to speak clearly so that you can be understood by customers and co-workers in English.
• Constantly communicates and receives verbal communication with other employees in a fast-paced environment.
• Lifting, carrying, and pushing up to 15lbs., occasionally up to 30 lbs. (seldom).
• Occasionally stoop, kneel, or crouch.

EQUIPMENT USED

• Typical office equipment (computer, phone system, fax, copiers, scanners, headsets, among others)
• Property Management System (PMS), Call/CRM software, Microsoft Office/Office 365 (including Outlook & teams)