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Guest Services Associate

Company: Club Quarters Hotels - Corporate Office
Location: Stamford
Posted on: November 22, 2021

Job Description:

Club
Quarters Hotels

Guest
Services

Position Description

Position Title: Part Time Guest Services Associate

Location:Work from home

Reports To: Director of Guest Services

Position Summary

Answer incoming telephone calls, text messages and emails from
customers seeking to reserve rooms or resolve issues relating to any CQ
property. Meet customer service standards and accurately enter reservation information into the Central Reservation System. Resolve questions and concerns in a comprehensive manner. Perform functions that support an efficient check-in process at time of arrival. Perform related duties as directed.

Associates must be able to work a flexible schedule, based
on the needs of the business. This schedule includes day, evening, weekend, and
holiday hours. The part-time position requires
a weekend rotation as part of the schedule meaning you will work anywhere from 3-5
weekend days a month. The Guest Services
department is open 24 hours a day 7 days a week.

Part time associate will be trained on public hotel
reservations, member services emails, SMS communications and regular guest
reservations at the Club Quarters Hotels.
They will also be trained on the property management system (SMS), third
party credit card and Virtual Credit Card set up, charging non-refundable
reservations and making/modifying reseller reservations.

Skills and Attributes

TheGuest Services Associate must possess the following skills
and attributes: energetic; customer-oriented attitude; excellent organization skills;
self- motivated and goal oriented; excellent written/oral and interpersonal communication
skills with a genuine concern for the customer. Ability to multi-task and navigate
multiple systems with a willingness to learn and improve in all aspects of the
position with a strong desire to provide exceptional customer service to or
guests.

Essential Functions

1. Answer
telephone, text and email inquiries from a variety of guests and potential
guests seeking to reserve rooms at any CQ hotel property. Enter required information into CRS,
ensuring accuracy.
2. Answer questions from members and
public guests regarding specific rates, check in and check out times, room
specifications and a host of other related information. Maintain up to date knowledge of local
hotel property information.
3. Resolve
issues that are within specified policies; transfer call to Supervisor or
others as appropriate.
4. Follow
call, email, and text message handling guidelines, professional
communication skills, both verbal and written, and other related customer
service standards when answering communications and interacting with members,
guests and co-workers. In effort to provide an exceptional customer
service experience.
5. Adhere
to schedule, being on time for scheduled shifts, following scheduled
breaks and lunches as provided.

Background Required

High School education or
equivalent plus 1-2 years of customer service experience. Strong attention to
detail, communication, customer service, and organization skills are required. Excellent
verbal and written skills are a must!

Background Preferred

Associates degree along with
call center and/or hotel experience preferred

Home Office Requirements

--- Dedicated work space with minimal background noise
--- A wired broadband connection
--- Home office is within an hour commute to the Stamford Office

Travel Requirements
Ability to travel to Stamford CT Head Office for initial New Hire Training (3-4 Weeks)
Ability to travel to Stamford CT Quarterly for in-house meeting/trainings

Performance Measures

--- Productivity, professionalism and quality customer
service
--- Feedback from management
--- Assessment of call quality measured by telephone
monitoring
--- Knowledge of hotels, rates, and related
information
--- Accuracy of reservation detail
--- Measures of time in wrap up or do not disturb
status
--- Ability to complete daily tasks timely and accurately

Competencies

1. Building
Customer Loyalty - Effectively meets
customer needs; builds productive customer relationships; takes responsibility
for customer satisfaction and loyalty.
Makes customers and their needs a primary focus of one's actions;
develops and sustains productive customer relationships.
2. Communication
Skills - Demonstrates ability to
speak, write and present information in a clear, concise and compelling manner
that is tailored to a particular audience.
Possesses strong soft skills and demonstrates strong active listening
skills.
3. Computer
Skills - Demonstrates experience and
competence in office productivity tools such as word processing and email. Demonstrates experience in company
reservation systems.
4. Customer
Service - Creates and operates within
high standards for quality customer service; regularly speaks with customers
and employees; promptly acts on feedback.
5. Data Entry - Demonstrates ability to accurately and efficiently
enter data into various computerized formats as defined by the particular job.
6. Detail
Orientation - Demonstrates ability to
complete all tasks with great attention to accuracy, regardless of
magnitude. Demonstrates process for
effectively managing and accomplishing all details necessary to complete a reservation,
project or assignment.
7. Flexibility - Demonstrates ability and willingness to modify
one's own behavior to accommodate tasks, situations, and individuals involved.
Able to handle day-to-day responsibilities as changing conditions or
circumstances require.
8. Organization - Demonstrates ability to arrange own work and
develop orderly and functionally efficient work processes for the timely
accomplishment of assignments.
9. Positive
Mental Attitude - Displays an
attitude that exudes optimism and confidence. Demonstrating positive attitudes
that people can't help but notice. Encouraging positive behavior in all employees,
peers and management.

Keywords: Club Quarters Hotels - Corporate Office, Stamford , Guest Services Associate, Hospitality & Tourism , Stamford, Connecticut

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