Hospitality Customer Service Representative

Endless Horizons; Harrisonburg (VA); On-site; USD 24,000 - 27,000; Full time

Job summary

Endless Horizons in Harrisonburg, VA is seeking a Hospitality Customer Service Representative to join the Hospitality Team. The role supports reservation and customer service duties across multiple Horizons units, with a standard Monday–Friday schedule and 8:30 am–5:00 pm hours.

This full-time position requires excellent communication, calendar management, and problem-solving skills to ensure guest satisfaction and smooth operations at Camp Horizons and related venues.

Qualifications

• Experience with customer service in a sales-driven environment.
• Calendar and resource management experience is required.
• Must be able to manage a reservation calendar and allocate resources to maximize sales.
• Proven ability to provide excellent customer service in a high-volume, deadline-driven environment.

Responsibilities

• Respond to incoming calls, emails, and web inquiries about reservations, availability, and pricing.
• Handle reservation inquiries from start to finish: gather details, provide contracts, manage deposits and guest counts.
• Create and deliver invoices, process payments and refunds.
• Occasionally serve as event host for groups at the retreat center.
• Provide front desk and administrative support during business hours.
• Respond to leads and inquiries within 24 hours.
• Coordinate with housekeeping, maintenance, and food service to ensure guest satisfaction.
• Maintain a positive, professional demeanor around guests and staff.

Skills

Customer service

Calendar management

Resource management

Communication

Multi-tasking

Problem solving

Attention to detail

PC skills

Typing

Excel

Tools

Excel

Conference software

Job description

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Hospitality Customer Service Representative

Harrisonburg, VA, US

4 days ago Requisition ID: 1309

Salary Range: $17.50 To $19.50 Hourly

Endless Horizons is seeking a friendly, motivated, organized, and customer service driven professional to work with the Hospitality Team at the Camp Horizons location in Harrisonburg, VA!

This is a Full Time role, with a standard schedule of Monday through Friday 8:30 am - 5pm. Occasionally, shifts may vary based on seasonal or business needs.

JOB SUMMARY: Under the direction of the Customer Service Manager candidate will be expected to provide customer service and reservation support to various Horizons business units such as Camp Horizons, The Outdoor Learning Center at Horizons, NROCKS Outdoor Adventures, Horizons Hospitality, and Mountain Valley Meeting and Retreat Center. Candidate will coordinate and perform a wide range of customer service duties to ensure that clients' needs are met in a timely, efficient, and customer centric manner, following the Standard Operating Procedures set forth by the department.

JOB DUTIES:

• Respond to incoming phone calls, emails, web generated requests, and other forms of communication relating to reservation inquiries, calendar availability, and pricing in an efficient, timely, and professional manner.
• Responds to and prioritize reservation inquiries assigned to them by management. This includes taking reservation inquiries from start to finish by gathering details and providing a Customer Agreement Contract, managing deadlines for deposits, final guest counts, dietary needs, and entering all reservation details into conference software, which distributes action items to the operations team. Keen Attention to detail is imperative in this role.
• Create and deliver invoices to customers, and collect and process payments and refunds.
• Occasionally serve as an event host for groups at retreat center.
• Support in oversight of the day-to-day organization and administrative support in the front office with the Camp Administrator, ensuring that the front desk duties remain covered during business hours.
• Respond promptly to leads/prospects for all business lines within 24 hours.
• Promptly answer phones during business hours.
• Anticipate, identify, research, resolve and follow-up on potential or existing issues and react/adapt in an appropriate manner to minimize negative impact on client
• Effectively communicate with housekeeping, maintenance, food service and programming departments to ensure all guests receive the proper care.
• Maintain a positive work environment with all levels of the organization and in the presence of guests
• Identify reoccurring problems and trends and suggest resolutions to Customer Service Manager
• Support Customer Service Manager in an effort to increase revenue within existing business lines and solicit new clients through various prospecting and sales efforts
• Maintain a schedule that provides consistent coverage at the front desk during business hours of 8:30 am - 5pm daily. Shift may vary on occasion based on seasonal or business needs.
• Perform administrative support duties as needed, including but not limited to written correspondence (electronic and/or hard copy), making copies, creating/editing documents, scheduling, maintaining databases, writing reports,data entry, billing processes, preparing binders, and other duties as assigned

QUALIFICATIONS;

• Experience with customer service in a sales driven capacity required.
• Previous experience with calendar and resource management necessary.
• Competence in managing a reservation calendar and the assignment ofresources to maximize sales.
• Proven ability to provide excellent customer service in a high-volume, high-pressure, deadline-oriented environment
• Must have strong listening skills, be detail-oriented, and be able to multi-task
• Proven ability to effectively solve-problems while working independently and/oras a supportive team member
• Excellent communication skills, both verbal and written
• Excellent PC skills, strong typing and Internet navigation skills and proficiency in Excel preferred.
• A desire to learn and ability to flourish in a dynamic, high-growth, entrepreneurialenvironment
• Discretion regarding confidential and proprietary information, combined withpoise and professionalism in all communications
• Consistent in attendance and stable work history