Guest Services Representative

GUEST SERVICES REPRESENTATIVE

The Guest Service Representative will provide excellent customer service and resolve all issues by offering solutions, explanations, options, or by arranging for service.

• Provides customer service to external customers.
• Ensures full customer satisfaction without unnecessarily referring customers to other staff members; maintains a friendly, helpful demeanor.
• Provides information regarding policies and procedures, terms, and programs relating to the service area for outside customers.
• Identifies and prioritizes problems and issues related to the service area.
• Performs research, offers solutions, options, and strategies.
• Refers to the appropriate person or department as needed, and/or arranges for service.
• Maintains close contact with customers to give updates on progress toward resolution of issue or service request.
• Uses information systems to input data, maintains databases, performs research for projects or issues, generates reports, etc.
• Studies and maintains currency with all applicable policies and procedures, contracts, and related legal issues.
• Interprets terms and conditions of contracts, authorizes change/exceptions to contract terms, generates contracts or forms for distribution.
• Processes applications, releases, cancellations, adjustments, changes, requests, fees, invoices, and other related paperwork.
• Verifies contracts or forms for completeness and accuracy of information.
• Updates and maintains all necessary records and/or logs.
• May act as a representative for the department at internal committee meetings.
• Compiles and updates payroll and personnel information for department staff.
• Notifies appropriate personnel in the event of an emergency; maintains complete and accurate records of all staff-related safety incidents.
• Provides services including processing and delivery of mail and packages, e.g. UPS, Federal Express, Airborne, and U.S. Post Office.
• Receives key deposits and issues keys and/or maintains and balances a cash drawer on a daily basis; assists in setup and scheduling of special events/promotions and equipment rental.
• Composes memos and letters based on knowledge of departmental and company policies and procedures.

• Minimum Education:
  
  High School or equivalent (Combined experience/education as substitute for minimum education)
• Minimum Experience:
  
  1 Year (Combined education/experience as a substitute for min. experience)
• Preferred Education:
  
  Bachelor’s Degree
• Preferred Experience:
  
  2 Years
• Preferred Field-of-Expertise:
  Customer service