Guest Service Representative
POSITION SUMMARY: Guest Service Representative will answer and route all incoming calls and Guest Service-related emails to the appropriate internal parties; or provide the appropriate response to satisfy guest’s needs or questions. The Representative will provide basic concierge-like support and guidance for guests inquiring about hours, entertainment, age restrictions, events, lost and found, service issues, etc.
The Representative must effectively communicate internally through various venues and departments based on incoming requests, complaints, etc. Representative will communicate daily/weekly with Guest Services Manager on any major reported issues, guest complaints or ‘red flag’ communication he/she receives. Above average email skills are preferred with a strong emphasis on organization and communication, both verbal and written.
ESSENTIAL FUNCTIONS OF THE POSITION INCLUDE, BUT ARE NOT LIMITED TO:
- Respond to Guest inquiries and requests in a courteous and polite manner
- Answers and routes incoming calls on a digital telephone system
- Performs digital guest check retrieval
- Compile and monitor weekly reviews on Google, Yelp, TripAdvisor, etc.
- Provides information obtained from a variety of sources to field questions from guests regarding departments, phone numbers, operational and holiday hours, events, entertainment, Lost & Found, service-related issues, etc.
- Assists guests in identifying needs and then routing calls or emails appropriately
- Updates and maintains personal copy of staff directory and other resources to ensure accurate dispersing of information
- Answers questions and provides some training for any new representatives, on-call substitutes etc.
- Performs other job-related duties as assigned
IN ADDITION TO THE AFOREMENTIONED ESSENTIAL JOB FUNCTIONS, THE GUEST SERVICE REPRESENTATIVE WILL BE EVALUATED ON THE FOLLOWING LEADERSHIP QUALITIES:
- Accountability
- Adherence to policy
- Appearance
- Attitude
- Dependability
- Development
- Guest satisfaction
- Job skills knowledge
- Judgment
- Productivity
- Punctuality
- Quality of work
- Teamwork
- Working relationships
- Written and verbal communication
WORKING KNOWLEDGE /EDUCATION/REQUIREMENTS:
- High School Diploma or equivalent required
- Proof of eligibility to work in the United States
- Strong Organizational skills a must
- Ability to proficiently multitask
- Time Management skills
- Above average communication skills (both verbal and written)
- Technologically savvy, vast experience in Excel, Word, Microsoft Outlook, Windows etc.
- Attention to detail and adaptability are necessary
- Self-motivated and self-starter
- Must be able to follow company and department policies and procedures; report accidents, injuries, and unsafe work conditions to manager
- Maintain confidentiality of proprietary information and protect company assets
- Maintain a professional, neat, and well-groomed appearance adhering to company standards
- Constant contact with guests and fellow team members may be required
- Schedule could exceed 30 hours per week and may include overtime when approved by management
- Work varied shifts to include days, nights, weekends, and holidays
TC Restaurant Group is an Equal Opportunity Employer.