Guest Services Associate

Club
Quarters Hotels

Guest
Services

Position Description

Position Title:            Part Time Guest Services Associate

Location:                                  Work from home

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.  The part-time 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 24 hours a day 7 days a week.

Part time associate will be trained on public hotel
reservations, member services emails, SMS communications and regular guest
reservations at the Club Quarters Hotels. 
They will also be trained on the property management system (SMS), third
party credit card and Virtual Credit Card set up, charging non-refundable
reservations and making/modifying reseller 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 or
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; transfer call to Supervisor or
        others as appropriate.
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 along with
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 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 tasks 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.