Guest Services Agent

Club Quarters

Guest Services Associate

Position Description

Position Title:            Guest Services Associate

Location:                    Stamford Connecticut (Remote w/ 4 week in house training)

Reports To:               Supervisor of Guest Services

Position Summary

Answer incoming telephone calls, text messages and emails from guests/members/partner companies seeking to reserve rooms or resolve issues relating to any Club Quarters 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. Cross selling/upselling based on value and benefits. Perform related duties as directed.

Essential Duties and Responsibilities

1. Answer telephone, SMS and email inquiries from a variety of guests, potential guests and third parties seeking to reserve rooms at any CQ/Public hotel property.  Enter required information into CRS, ensuring accuracy. 
2. Answer questions from members/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. Properly handle a variety of billing needs to guests and member guests alike.
4. Follow standard scripts, professional communication skills and other related customer service standards when answering telephone calls and interacting with members and non-members. Value based upselling when engaging with guests who are looking to potentially book with CQ.
5. Able to work anywhere between the hours of 8am-11pm including weekends and some holidays.

Qualifications and Requirements

High School education or equivalent plus 1-2 years' experience in call center or related hotel industry positions is required. Strong attention to detail, communication, customer service, and organization skills are required. Excellent verbal and written skills are a must!

Live within 1 hour of Stamford, CT.

Can attend 4-week in house training (Stamford HQ)

Performance Measures

• Productivity, professionalism and quality
• Feedback from Supervisors and Manager
• Assessment of call quality
• Assessment of email quality
• Knowledge of hotels, rates, and related information
• Accuracy of reservation detail
• Measures of time in wrap up or do not disturb status
• Measures of attendance/tardiness being ready to work on time consistentl

Capabilities

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.
10. Teamwork- Ability to work in a team environment, is a team player, eager to learn from peers and work with others in order to deliver top tier customer service/customer experience.

Pay Range

$18-$19 Per Hour