Customer Service Representative

The Customer Service Representative is responsible for ensuring a seamless guest experience by handling reservations, guest check-ins, payments, and addressing inquiries. This role requires strong communication and problem-solving skills to enhance guest satisfaction and maintain hotel standards.

RESPONSIBILITIES AND DUTIES

 1. Customer Service and Communication

• Answering telephone calls promptly and professionally.
• Providing hotel information and room rates to assist customers in making accommodation decisions.
• Monitoring emails, online bookings, and postings prior to guest arrival, responding promptly to guest inquiries and requests.
• Greeting arriving guests, explaining hotel policies, and providing necessary information.
• Interacting with guests, addressing inquiries, resolving issues, and monitoring feedback to improve guest experience.
• Dealing with irate customers professionally and finding ways to resolve guest dissatisfaction, escalating unresolved issues to the Hotel Manager.
• Monitoring and responding to guest messages on online booking engines.

2.       Reservations and Room Management

• Creating and managing reservations, ensuring accurate guest details are included in the booking system.
• Assigning rooms, ensuring rooms are ready for check-in, issuing keys, and assisting guests in settling into their accommodations.
• Monitoring No Shows and taking appropriate action.

3.     Payment and Transaction Management

• Collecting payments, recording transactions in the system, and issuing receipts.
• Filing collection forms (organizing and maintaining records of payments or any relevant financial documentation).

4.      Coordination and Teamwork

• Coordinating with taxi operators, housekeeping, bell service, kitchen, and others to fulfill guest requirements.
• Assisting with training of new customer service representatives.

5.    Sales and Quotation Handling

• Issuing standardized quotations and menus to prospective customers.
• Referring requests for customized quotations to the Hotel Manager.

6. Administrative and Operational Duties

• Ordering stock when needed

7.    Performing any other duties that may be required.

Special Conditions associated with the job:

• Shift work
• Working on weekends & public holidays