Guest Services Associate

Club Quarters Hotels

Guest Services

Position Description

Position Title:            Full Time Guest Services Associate

Location:                 Work from home (In-House New Hire Training)

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, which is on a rotational basis.   The Guest Services department is open every day of the week, including holidays, and is staffed from 7am-11pm.

Associate will be trained on hotel reservations, for both public and member guests, Guest Services emails, SMS communications and regular guest reservations at the 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.

Skills and Attributes

The Guest 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 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 and procedures.

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
Call center and/or hotel experience a plus

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 task 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.