Description

The Customer Service Representative (CSR) is responsible for providing exceptional customer service to guests who are making hotel reservations. The CSR will handle a variety of customer inquiries, including availability, rates, and special requests. The CSR must be knowledgeable about the properties and services offered by the company and able to effectively communicate with guests to assist them in making their reservations.

Key Responsibilities:

Answer guest inquiries and provide information about hotel availability, rates, and amenities
Process guest reservations and cancellations
Confirm guest reservations and provide information about check-in and check-out procedures
Respond to guest requests for special accommodations or services
Troubleshoot technical issues related to the reservation system
Update guest accounts with accurate information
Monitor guest accounts to ensure accuracy of billing and payments
Follow up with guests to ensure satisfaction with services provided
Escalate complex issues to appropriate departments for resolution
Stay up-to-date with property knowledge and industry trends to provide accurate information to guests
Meet performance goals for customer satisfaction, productivity, and quality

Qualifications

Qualifications:

at least HS grad (old)
good communication skills
amenable to work on site