GUEST SERVICE SPECIALIST

Description

General Summary of Job Duties: The Guest Services Specialist will be responsible for providing amazing customer service to our guests, handling and directing incoming calls, making hotel reservations, and assisting guests with any requests or inquires.  The successful candidate will be responsible for making an appropriate selection of rooms, informing guests of special promotions, answering questions on rates, hotel facilities and services. Must be able to multi-task and manage multiple calls at once.

Principle Responsibilities and Duties:

• Provides high-level customer service with a pleasant phone voice.  Specialists are the first line of communication for the company.
• Primary tasks include but are not limited to receiving of incoming calls and placement of outgoing calls, paging of property personnel, inputting reservations, taking of messages as required, transferring of calls, operation of multi-line telecom systems, proper direction, and dissemination of information.
• Upholds the luxury standards associated with the Silverton brand to callers, sharing information about the property and its amenities.
• Initiates and assists in rectifying all phone call related issues, and voice mail, including but not limited to; repair order assistance, phone switch problems, telephone placement and issuance, and any other duties related to telephones and/or equipment.
• Provides all needed administrative support for hotel functions.
• Assists in maintaining all information that pertains to property wide communication.
• Administers reservations for Twin Creeks Steakhouse.

• Always maintains a positive attitude.
• Always ready to help our guests and our Team Members.

• May resolve guest complaints, problems, or other situations.
• Communicates well with other departments to help assure the guest enjoys their stay.
• Displays an image of friendliness and accessibility to our guests.

• Answers the phone within three rings utilizing the appropriate greeting and following the Specialist script.
• Answers inquiries of room rates, outlets, and room locations
• Responsible for confirming correct room availability, room rates, room locations, and accurately inputting data into computer system.
• Responsible for booking wholesale, Internet, travel agent, and casino reservations.
• Posts advance deposits to future reservations and keeping accurate records of all advance deposits.
• Responds to guests with confirmation e-mails or letters.
• Intimate knowledge of property amenities and surrounding areas. 

Qualifications

General Job Responsibilities and Duties:

• Maintains a high quality of guest service according to Silverton’s core values.
• Thorough knowledge of applicable Company and departmental policies and procedures as well as the willingness to learn and follow any policy or procedures introduced in the future.
• Adhere to all appearance and uniform standards.
• Maintains an open line of communication with hotel leaders.
• Maintains a positive and professional demeanor during all interactions with guests, fellow Team Members, and vendors.
• Ability to accept performance feedback in a professional manner.
• Regular attendance to all scheduled shifts is essential function of the job.
• Arriving on time for all scheduled shifts is an essential function of the job.
• Other duties as assigned.

To perform the job successfully, an individual should demonstrate the following Silverton Values:

• Excellence:       Be Amazing.
• Collaboration:    Celebrate Diverse ideas, thought and talents.    
• Core:                Be KIND to yourself and each other.
• Character:         Always do the right thing and treat everyone with dignity and respect.
• Fun:                  Our guests are here to have FUN, so we should have FUN, too!
• Character:         Show your Sprit and Connect with each other.

Required Work Cards:

• Identification that establishes identity
• Identification that establishes the right to work in the United States

Machinery, Work Equipment, Programs, Software, Hardware Used:

• NEC PBX console
• AS/400 Property Management Systems HIS and STAY System
• HotSoS
• Open Table
• Microsoft Excel, Word.
• GNAV Pro.