ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary duties and responsibilities include, but are not limited to, the following:

· Listen and respond to guest inquiries using a positive, clear speaking voice.

· Answer questions and help provide guest satisfaction.

· Relay accurate information to guests regarding hours of operation, Hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.

· Answer calls and process requests from guests. Make and follow-up on calls to maintain proper communications with guests, departmental staff and management staff.

· Book, cancel, or otherwise modify room reservations as per the requests of our customers.

· Make deposits, check e-mail, make rate comparisons, log all faxes, handle department mail, file, and check confirmations and ticket wholesalers, as part of side work.

· Assist guests with faxes, telephone calls, mail, packages, directions and all other basic inquires. Assist guests with questions or problems they may have regarding their room or account in person, or on the telephone.

· Any other duties as assigned within the scope of this position.

KNOWLEDGE/SKILLS/ABILITIES

· Excellent customer service skills on both the phone and in person required.

· Ability to multi-task between 3 different software programs for Room Reservations, PBX, and event ticketing.

· Excellent verbal, written, and oral communication skills.

· High degree of accuracy with outstanding coordination and organizational skills and the ability to multi-task

· Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.

· Must be a minimum of 18 years of age.

EDUCATION and/or EXPERIENCE

· Minimum 2 years’ of customer service/call center experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.