
Customer Service Representative
21 hours ago
Front Office Team Member
A front office team member plays a vital role in providing exceptional guest experiences from check-in to check-out. The role involves reception services, including check-in and check-out procedures, as well as completing audits as required.
Key Responsibilities:
- Achieve positive outcomes from guest queries in a timely and efficient manner
- Ensure an efficient reception experience for guests, including check-in and check-out, and complete audit procedures as required
- Ensure the Reception Manager is kept fully aware of any relevant feedback from guests and other departments
- Demonstrate a high level of customer service at all times
- Attend appropriate training courses when required, and assist with the Night Team's training and development efforts
- Demonstrate a knowledge of hotel room categories, room rates, packages, promotions, and other general product knowledge necessary to perform daily duties
- Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
- Use correct procedures regarding the acceptance of foreign currencies, credit cards, and cash in accordance with the hotel credit policy
- Comply with hotel security, fire regulations, and all health and safety legislation
- Act in accordance with policies and procedures when working with front-of-house equipment and property management systems
- Follow company brand standards
- Assist other departments as necessary
Requirements:
- Previous experience in a customer-focused industry
- Positive attitude and good communication skills
- Commitment to delivering a high level of customer service
- Excellent grooming standards
- Calm, efficient, and organized with great attention to detail
- Ability to multi-task while maintaining a positive attitude when working with guests
- Professional manner with an emphasis on hospitality and guest service
- Ability to work on your own and as part of a team
- Competent level of IT proficiency
Desirable Skills:
- Previous experience in cash handling
- Front office experience in the hotel, leisure, and/or entertainment sectors
- Conflict resolution experience
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