Guest Services Representative

As the Guest Services Representative, you will manage incoming calls from customers/guest, create bookings, answer inquiries, handle complaints, troubleshoot problems and provide information to customers.

Responsibilities:
- Manage calls and respond to emails in a timely manner
- Handle customer queries, identify customers’ needs, clarify information and provide solutions and or alternatives
- Use proper telephone etiquette
- Create quotes, process reservations and complete all relevant stages of bookings
- Research required information using available resources
- Capture new customer information into system
- Update existing customer information
- Route calls to appropriate individual/department when necessary
- Document all call information according to standard operation procedures
- Identify and escalate priority issues
- Submit reports if and when necessary
- Willingly assists with other assigned tasks

Requirements:
- High school diploma or equivalent
- At least two (2) of experience in customer service
- Strong phone and verbal communication skills along with active listening
- Proficient in relevant computer applications
- Customer service oriented and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively
- Must be a team player
- Customer service experience in the hospitality industry preferred

Working Environment:
- Fast paced office work environment
- Position requires constant sitting and ability to talk, hear and have vision abilities including close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus