Hospitality ​/ Hotel ​/ Catering SERVICE, Customer Service Rep

POSITION:
At Your Service Phone Operator (AYS)
DEPARTMENT:
Front Desk SUPERVISOR:
Assistant Front Desk Manager/Front Desk Manager/Assistant General Manager/General Manager

POSITION OVERVIEW:

The AYS position answers, records, and processes all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bell person, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction.

Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing the internet and guestroom entertainment. This industry functions seven (7) days a week, twenty-four (24) hours a day.

EDUCATION AND EXPERIECE:

High School Graduate or General Education Degree (GED): or Work Equivalent Strong technical skills in Word, Excel, Outlook along with good internet navigation skills.

Excellent organizational skills, flexibility.

Excellent interpersonal skills, Superior oral/written communication skills; ability to interact successfully with all levels.

Excellent telephone etiquette, Understanding of the English language and good communication skills both written and verbal.

PHYSICAL REQUIREMENTS:

Exert physical effort in lifting/transporting at least 25 pounds.

Push/pull carts and other equipment up to 100 pounds.

Endure various physical movements throughout the work areas.

Work environment – front office, and all areas of the hotel. The job involves working under variable temperature conditions and noise levels, in indoor and outdoor settings.

Must be able to stand and exert well-paced mobility for lengthy periods of time.

JOB RESPONSIBILITIES Always maintain positive guest relations and guest confidentiality. Work to resolve guest complaints, ensuring guest satisfaction.

Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.

Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

Must be able to multitask and prioritize departmental functions to meet deadlines.

Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

Must be able to cross-train in other hotel-related areas and be able to show initiative, including anticipating guest or operational needs.

This job description is not intended to provide a complete and comprehensive list of all job duties, requirements and responsibilities. Instead, it is provided as a general overview of the expectations for the position.