Actively sell rooms to customers while accurately quoting room rates, packages, additional fees and policies. Upsell to higher priced rooms or packages when possible.
Effectively and respectfully communicate with customers verbally and through email or messaging.
Be aware of individual hotel promotions, social media activity and digital campaigns to ensure accurate guest communication.
Develop a full working knowledge of the company brand and each individual hotel including but not limited to room types, buildings, amenity information and hours, location, policies, fees and ADA specifications.
Respond to guest inquiries and assist in resolving customer complaints.
Accurately post charges and refunds to reservations when necessary and reconcile at the end of every shift.
Perform department opening and/or closing procedures.
Represent the company in a professional and positive manner at all times.
Maintain and enhance the company's image when interacting with clients, guests, associates and vendors.
SKILL AND KNOWLEDGE REQUIREMENTS INCLUDE
High School Diploma.
Minimum of at least 18 years of age.
Some job related experience preferred.
Computer proficiency with the ability to utilize MS Word, Excel and Outlook as well as Property Management System (PMS) experience.
Demonstrated talent for interacting with a wide variety of people, ability to effectively organize and coordinate multiple priorities; ability to learn and develop new skills; ability to problem solve.
Excellent interpersonal, administrative, telephone and other communication skills.
Strong customer service abilities; actively looks for ways to assist customers and coworkers
PHYSICAL AND MENTAL REQUIREMENTS
Moving about on foot to accomplish tasks, particularly frequent movements from place to place within the unit. Bend, lift, carry, reach/extend arms and hands above shoulder height frequently, or otherwise move in a constantly changing environment.
Lifting, carrying, and pushing up to 10 lbs. regularly, 10-15 lbs. frequently, and up to 25 lbs. occasionally.
Ability to sit at a desk and monitor phones for extended periods of time.
Reading and writing work-related documents in English.
Speech recognition and clarity, including the ability to understand the speech of customers and co-workers and the ability to speak clearly so that you can be understood by customers and co-workers in English.
Constantly communicates and receives verbal communication with other employees in a customer service environment.