Customer Service Representative
Not Disclosed
- Kingston and St. Andrew
- Not disclosed
- Permanent full-time
- Updated 04/03/2025
- Human Resource Officer
The Customer Service Representative is responsible for the guest experience from initial contact, booking, through to check in and check out.
Job Title: Customer Service Representative Level 1
Department: Hotel Operations
Company: Shirley Retreat Hotel
JOB SPECIFICATION
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 Level 1 books reservations, accepts payments, Issues receipts and posts receipts and invoices to the accounting system.
(a) Specific Knowledge:
- Knowledge of Hotel industry as demonstrated by qualification.
- Computer Literate
- Knowledge of Microsoft Office (Excel, Word)
(b) Qualifications and Experience:
- High School Diploma with passes in English Language and Mathematics
- Bachelor’s Degree in Hospitality and Tourism Management with Hotel and Resort Management major
- Certification in Hospitality Management (Desired)
- 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:
- Answering telephone
- Providing hotel information and rates to assist customers in making decisions to stay at the Hotel
- Creating reservations with customer details in the reservation and booking system
- Monitoring emails, online bookings and postings prior to guest arrival, responding and taking actions to meet guest requirements
- Greeting arriving guests and explaining hotel policies
- Assigning rooms, ensuring rooms are ready for check in, issuing keys, settling guest in rooms
- Collecting payments, recording payments on system, issuing receipts
- Coordinating with taxi operators, housekeeping, bell service, kitchen and others to fulfill guest requirements
- Interacting with guests, addressing enquiries, resolving issues, monitoring feedback
- Dealing with irate customers and finding ways to resolve guest dissatisfaction, escalating issues not resolved to the Hotel Manager
- Monitoring No Shows and taking appropriate action
- Assisting with training of new customer service representatives
- Issuing standardized quotations and menus
- Referring requests for customized quotations to the Hotel Manager
- Any other tasks that may be assigned
Special Conditions associated with the job:
- Shift work
- Working on weekends & public holidays
