Guest Services Specialist

White Rainbow

JOB DESCRIPTION:

Guest Services Specialist

Position: Guest Services Specialist (Hybrid-Remote)

Reports To: General Manager

Purpose: The role of the Guest Services Specialist is to provide end-to-end support to the client fulfilment needs of White Rainbow to ensure that all guest needs are met at our family of hotels, all requests are responded to promptly, professionally & courteously, and for the delivery of absolute top-tier guest interactions & communications. The Guest Services Specialist is responsible for an optimum stay experience, a seamless check-in/out and service process, and for being a personal liaison that enables superior guest interactions; This role focuses on attaining the highest level of customer satisfaction ratings while delivering the best service experiences for our guests in every respect.

Job Expectations and Accountabilities:

Guest Communications

• Serve as the primary, front-line contact-person for all communications with hotel guests.
• Demonstrate superior customer service behavior in each and every guest interaction.
• Attend to all incoming communications from guests – phone, SMS, e-mail and other messaging channels – to effectively answer/resolve any question, need or concern.
• Monitor and respond to all communications from guests to answer their enquires and resolve their needs in a timely and effective manner.

Guest Experience

• Administer a routine of regular guest messaging and corresponding interactions to optimize each guest experience.
• Track and report upon common guest comments, complaints, concerns and feedback.
• Maintain team-wide records of guest interactions.
• Monitor and respond to guest reviews.
• Regularly report to GM on review highlights and needs for interaction.

Systems & Processes

• Role models the White Rainbow corporate values.
• Effectively uses all required programs/applications required to fulfill hotel operation needs.
• Proactively communicates with the GM, and the Managers of Cleaning and Maintenance and necessary staff, regarding any measures to improve the end-to-end client fulfillment process, such as cleanliness or repair needs observed and/or reported by clients.
• Coordinate and communicate daily runner schedule with runners and guest services team.

Skills Required:

• 3 years (minimum) experience in a guest relations-oriented role.
• Able to effectively coordinate rapidly changing priorities while maintaining calm composure, kindness and helpfulness under pressure.
• Maintain kindness and readiness to aide even the most dissatisfied clients.
• Comfort with technology and willing to learn new software.
• Attention to detail with inputting data and handling financial matters.
• Proven ability to integrate within a Team as a valued co-worker.
• Proven Customer Focus and Satisfaction skills
• Strong Communication skills
• Strong Problem Solving and Process skills.
• Good Quality Control skills

Skills Desired:

• B.A., B.Sc. or college-degree in Hospitality, Tourism, Business or a related field.
• 2 years’ experience in the Accommodations or Hospitality industry
• 2 years’ experience in a customer-facing service operation.

Job Type: Full-time

Pay: $45-55,000.00 per year, dependant upon experience & work schedule.

Benefits:

• Employee discount
• Flexible schedule
• Paid time off

Schedule:

• 8 hour shift
• 5 days/week
• Weekends as needed

Ability to commute/relocate:

• Lake Placid, NY 12946: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Guest Relations: 3 years (Required)
• Customer Service: 1 year (Required)
• Hotel experience: 1 year (Preferred)

Shift availability:

• 7:00am – 3:00pm OR 12:00pm – 8:00pm (Flexible), 5 days/week

Work Location: Hybrid-Remote – Combination of In-Person and Remote

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

• Employee discount
• Flexible schedule
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Evenings as needed
• Monday to Friday
• Morning shift
• Nights as needed
• Weekends as needed

Ability to Relocate:

• Lake Placid, NY 12946: Relocate before starting work (Required)

Work Location: Hybrid remote in Lake Placid, NY 12946

Salary : $1,000 - $45,000