Guest Services Associate
Company: Club Quarters Hotels - Corporate Office
Posted on: September 13, 2023
Club Quarters Hotels
Position Title: Guest Services Associate (Part Time)
Location:Work from home (In office New Hire Training, Stamford
Reports To:Director of Guest Services
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.Resolvequestions 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, with a current need for mid shift and evening shift hours
until 10pm-11pm.The 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 every day of the week,
including holidays, and is staffed from 7am-11pm.
Part time associate will be trained on hotel reservations, for both
public and corporate member guests, handling customer emails, SMS
communications, how to handle front desk calls remotely and regular
guest reservations for all Club Quarters Hotels. They will also be
trained on the property management system, third party credit card
and Virtual Credit Card set up, making/modifying reseller
reservations, managing group reservations, and handling extended
stay reservations. Part time agents will be required to work a
minimum of 15 hours per week and up to 30 hours per week based on
the needs of the business.
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 our
--- Answertelephone, text and email inquiries from a variety of
guests and potentialguests seeking to reserve rooms at any CQ hotel
property.Enter required information into CRS, ensuring
--- Answer front desk inquiries as a virtual front desk associate
to support hotel staff.
--- Answer questions from members and public guests regarding
specific rates, check in and check out times, room
specifications and a host of other hotel related
information.Maintain up to date knowledge of local hotel property
--- Resolve issues that are within specified policies and
--- 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
--- Adhere to schedule, being on time for scheduled shifts,
following scheduled breaks and lunches as provided.
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!
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
Ability to travel to Stamford CT Head Office for initial New Hire
Training (4 Weeks)
Ability to travel to Stamford CT Quarterly for in-house
--- 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
--- Ability to complete daily tasks timely and accurately
--- Call/Email observation scores
--- 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
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
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.
10. Teamwork- Is eager and willing to work with peers within the
department and the organization. Demonstrates the ability to
effectively communicate in a team environment as well as with other
departments on a day to day basis.
Keywords: Club Quarters Hotels - Corporate Office, Stamford , Guest Services Associate, Hospitality & Tourism , Stamford, Connecticut
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