Guest Assistance Representative

JOB DESCRIPTION:  

In this role you will be expected to handle and resolve guest complaints quickly and professionally and always follow company and Hotel policies while keeping a positive, patient attitude. Take ownership of issues, inquiries, and concerns from our valued guests and work to solve them thoroughly. Communicate clearly and empathetically to turn tough situations into positive ones. The aim is to have total guest satisfaction and build loyalty by making every guest feel heard and cared for. Complete and thorough documentation of cases to enable a smooth resolution of issues and paper trails. 

KEY COMPETENCIES: 

● No less than (2) two years Customer Service Experience (Voice, Email etc). 

● Demonstrated leadership skills. 

● Computer skills using MS Outlook, MS Office and multiple specialized applications.  

● Proven ability to provide superior customer service while maintaining a positive attitude. 

● Strong interpersonal skills at both individual and team level. 

● Adaptable and able to move with change while maintaining a positive attitude. 

● Values diversity by fostering and showing appreciation for everyone regardless of gender, race, age and creed. 

● Strong negotiation, decision making, organizational, and problem-solving skills.   

● Accurately clarify, research and communicate information to provide options that fulfill guest needs in    response to inquiries, requests and requirements related to new and existing hotel reservations.  As appropriate, cross-sell properties to obtain and grow revenue.  

● Flexibility in following schedule provided by the Workforce team (regular and punctual attendance is required). 

QUALIFICATIONS AND EXPERIENCE: 

 • At least 5 CXC/CAPE subjects including an English/Literature, Math, Business and Science subjects.  

• High School Diploma or higher preferred. 

• 3-5 years cumulative experience in the BPO sector with 2+ years of customer service experience