Full Job Description
Job Overview:
We are seeking a Guest Relations Specialist to deliver outstanding customer service to all who connect. The ideal candidate will possess excellent verbal and written communication skills, the capacity to work autonomously, and the capability to excel in a sales-oriented role while maintaining a strong focus on customer service.
The Guest Relations Specialist must also demonstrate the ability to multitask effectively, including speaking with callers, typing, and navigating multiple screens simultaneously without compromising customer experience. Proficiency in computer operations, typing, and efficient navigation of various programs and screens is essential for this role
Key Responsibilities:
Customer Support:
- Respond promptly and courteously to inquiries via phone, email, chat, and other communication channels.
- Provide information about properties, availability, + local guide
- Assist with booking and modifying reservations, including processing payments and confirming booking details.
Issue Resolution:
- Address concerns and complaints with empathy and professionalism, working to resolve issues to the customer’s satisfaction.
- Escalate complex or unresolved issues to the appropriate department or supervisor for further assistance.
Customer Relationship Management:
- Build rapport with customers through personalized interactions, demonstrating a genuine interest in their needs and preferences.
- Anticipate and proactively address needs and concerns to enhance the overall experience.
Technical Support:
- Provide technical support and troubleshooting assistance, encountering issues with online booking platforms, reservation systems, and other digital tools.
- Guide customers through the process of accessing and utilizing hotel services and amenities remotely.
Sales and Upselling:
- Identify opportunities to upsell hotel services, amenities, and room upgrades to enhance the customer experience and maximize revenue.
- Promote special offers, packages, and loyalty programs to encourage repeat business and brand loyalty.
Documentation and Reporting:
- Maintain accurate records of customer interactions, including inquiries, reservations, and issue resolutions, in the hotel’s customer relationship management (CRM) system.
- Generate reports on customer service metrics, such as response times, issue resolution rates, and satisfaction scores, to track performance and identify areas for improvement.
Qualifications:
- Previous experience in customer service, hospitality, or a related field preferred.
- Excellent communication skills, both verbal and written, with a professional and friendly demeanor.
- Strong problem-solving skills and the ability to think quickly and creatively to resolve issues.
- Comfortable using technology and digital communication tools, including email, chat platforms, and customer relationship management (CRM) software.
- Ability to work independently and efficiently in a remote environment, with minimal supervision.
- Flexibility to work varying shifts, including evenings, weekends, and holidays, as needed.
Education:
- High school diploma or equivalent required. Additional education or training in hospitality management or customer service is a plus.
Job Type:
- 1099 Contractor, remote position.
- Starting at $15/Hour
- 12 Hour Shifts;
Location:
- Remote (Candidates may be based anywhere with reliable internet access.)
Job Type: Contract
Pay: From $15.00 per hour
Expected hours: 24 per week
Schedule:
- 12 hour shift
- Holidays
- Weekends as needed
Work Location: Remote