Customer Service Representative

The Customer Service Representative enriches the position and image of the Hotel through courteous and professional service to guests. The CSR is responsible for the guest experience from initial contact, booking, through to check in and check out.

Job Title: Customer Service Representative

Department: Hotel Operations                       

Core Functions: 

The Customer Service Representative enriches the position and image of the Hotel through courteous and professional service to guests. The Customer Service Representative is responsible for the guest experience from initial contact, booking, through to check in and check out. The Customer Service Rep books reservations, accepts payments and issues receipts.

(a)       Specific Knowledge:

• Computer Literate
• Knowledge of Microsoft Office (Excel, Word)

(b)      Qualifications and Experience:

• Diploma/Associate Degree
• 1-2 years customer service experience

(c)       Required Skills and Specialized Techniques:

• Customer Service
• Problem Solving
• Sales
• Interpersonal
• Oral and Written Communication

(d)       Desired Attitudes/Personal Traits

• Proactive
• Strong work ethic/professionalism
• Friendly
• Proper grooming
• Proficiency & honesty in handling money

RESPONSIBILITIES AND DUTIES

       The Customer Service Representative will have primary responsibility for:

1. Answering the telephone
2. Providing hotel information and rates to assist customers in making decisions to stay at the Hotel
3. Creating reservations with customer details in the reservation and booking system
4. Monitoring emails, online bookings and postings prior to guest arrival, responding and taking actions to meet guest requirements
5. Greeting arriving guests and explaining hotel policies
6. Assigning rooms, ensuring rooms are ready for check in, issuing keys, settling guests in rooms
7. Collecting payments, recording payments on system, issuing receipts 
8. Coordinating with taxi operators, housekeeping, bell service, kitchen and others to fulfill guest requirements
9. Interacting with guests, addressing enquiries, resolving issues, monitoring feedback
10. Dealing with irate customers and finding ways to resolve guest dissatisfaction, escalating issues not resolved to the Hotel Manager
11. Monitoring No Shows and taking appropriate action
12. Assisting with training of new customer service representatives
13. Issuing standardized quotations and menus
14. Referring requests for customized quotations to the Hotel Manager 
15. Assisting with serving of breakfast when required
16. Ordering stock when needed
17. Monitoring and responding to guest messages on online booking engines

Special Conditions associated with the job:

• Shift work
• Working on weekends & public holidays