Customer Service Representative
2 weeks ago
Job Summary:
We are seeking a highly skilled Customer Service Representative to join our team as a Reservations Specialist. As a key member of our front office staff, you will be responsible for processing all reservation requests, changes, and cancellations.
Key Responsibilities:
- Process reservation requests, changes, and cancellations via phone, fax, or mail.
- Determine appropriate room type and verify availability.
- Explain guarantee, special rate, and cancellation policies to callers.
- Accommodate and document special requests.
- Answer questions about property facilities and room accommodations.
- Follow sales techniques to maximize revenue.
- Input and access data in reservation system.
- Indicate special room reservation types by inputting correct code and rate.
- Follow proper escalation procedures when addressing guest concerns.
Requirements:
- Follow company policies and procedures.
- Maintain confidentiality of proprietary information.
- Protect company assets and guests' privacy.
- Welcome and acknowledge guests according to company standards.
- Anticipate and address guests' service needs.
- Develop and maintain positive working relationships.
- Comply with quality assurance expectations.
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