What are the responsibilities and job description for the Urgent Guest Service Agent position at Recruit Monitor?
About the job Urgent Guest Service Agent
The Guest Service Agent must have the ability to perform all reservations call center functions including taking reservations, making outbound calls, email, SMS and website chat communication with guests.
ESSENTIAL FUNCTIONS
- Manage call activity, email activity, messaging activity, SMS activity and website chat activity at a high, fast volume.
- Actively sell rooms to customers while accurately quoting rates, packages, additional fees, and policies. Upsell to higher priced products or packages when possible.
- Effectively and respectfully communicate with customers verbally and through email or messaging.
- Be aware of individual location promotions, area events, social media activity and digital campaigns to ensure accurate guest communication.
- Develop a full working knowledge of the company brand and each individual location including but not limited to location website, product types, destination information, amenity information and hours, location, policies, fees, and ADA specifications.
- Respond to guest inquiries (through voice, SMS, email, or social media) and assist in resolving customer complaints.
- Accurately post charges and refunds to reservations when necessary.
- Perform department opening and / or closing procedures.
- Represent the company in a professional and positive manner at all times. Maintain and enhance the companys image when interacting with clients, guests, associates, and vendors.
SKILL AND KNOWLEDGE REQUIREMENTS
PHYSICAL AND MENTAL REQUIREMENTS
EQUIPMENT USED
