Customer Care Representative

iCIMS, Inc.; Maidenhead; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Guest Services Representative to enhance guest satisfaction and retention. In this dynamic role, you will handle inbound calls and emails, addressing inquiries, booking reservations, and resolving guest issues. Your ability to communicate effectively and provide exceptional service will be key in promoting the company's offerings, ensuring a memorable experience for every guest. This position requires flexibility to work various shifts in a 24/7 environment, making it ideal for those who thrive in a fast-paced setting. If you are passionate about customer service and enjoy working as part of a team, this opportunity is perfect for you.

Qualifications

• One year of experience in a AAA Four Diamond-rated hotel is preferred.
• Willingness to work flexible schedules in a 24/7 work environment.

Responsibilities

• Answers general and routine guest inquiries through inbound calls and email.
• Books room, dining, and spa reservations for guests.
• Promotes and uses suggestive selling techniques to increase business.

Skills

Customer Focus

Oral Communication

Written Communication

Sociability and Networking

Computer Literacy

Education

High School Diploma or GED Certificate

Tools

Microsoft applications

Email

Internet

Job description

Overview

Answers inbound calls from new and existing guests with the goal of increasing business through increased guest satisfaction, guest retention, and The Club card member experience.

Responsibilities

• Answers general and routine guest inquiries delivered through inbound calls and email.
• Provides guests with accurate Enterprise information in regard to policies, promotions, and events; stays up to date through constant communication with management and Team Members.
• Resolves guest problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing appropriate solutions, and escalating unresolved problems to management.
• Books room, dining, and spa reservations for guests.
• Secures entertainment event tickets for guests according to box office policies and procedures.
• Promotes and uses suggestive selling techniques to increase business in all areas of the enterprise, including hotel, spa, retail outlets, restaurants, casino, and special events.
• Re-routes calls to appropriate functional area when applicable.
• Adheres to AAA Four Diamond guidelines in regard to hospitality and service.
• Upholds a work environment that promotes teamwork, partnership, recognition, mutual respect, and collaboration, while role modeling the company values, behaviors, and culture of One.Team.Chumash.
• Performs other duties as assigned.

Qualifications

• High School Diploma or GED Certificate.
• One year of experience in a AAA Four Diamond-rated hotel is preferred.
• Intermediate computer proficiency utilizing Microsoft applications, email, and Internet.
• Willingness to work flexible schedules in a 24/7 work environment, including holidays, nights, and weekends.
• Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
• Native American hiring preference applies.
• Customer Focus: Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service.
• Oral Communication: Shaping and expressing ideas and information in an effective manner.
• Written Communication: Expressing ideas and opinions clearly in properly structured, well organized, and grammatically correct reports or documents; utilizing language and terminology that is understandable for the reader.
• Sociability and Networking: Socializing effortlessly with other people; at ease when approaching others in social settings and professional relationships.
• Computer Literacy: Using computers effectively and efficiently in the working environment.

Location

3400 Highway 246

Minimum Pay Rate

$19.50 per hour

Maximum Pay Rate

$20.86 per hour