Customer Service Representative

SUMMARY:

• To provide the most efficient and courteous service to all guests and to deliver the most complete and personalized service as may be required by the guests in all areas of Customer Service Operations.

DUTIES & RESPONSIBILITIES:

• Adhere to our grooming standards at all times.

• Welcomes and greets guests (by name if known) always in a warm and friendly manner.

• Conducts guest’s Check-In & Check-Out in an accurate, efficient and friendly manner.

• Conducts in-room orientation in a professional manner.

• Ensures that all guest’s registry information is complete and handled with privacy and confidentiality.

• Issues keys based on strict established procedures.

• Familiarizes him/herself with all information regarding the property’s facilities, services, operating hours, special promotions and events at all times.

• Updates him/herself in all citywide special events so as to provide residents with accurate information and advice when requested.

• Knows by heart all apartment types, location, features and their respective rates.

• Familiarizes him/herself with proper handling and operation of all residential facilities, appliances and other related equipment.  

• Addresses all guests’ concerns or complaints with the utmost urgency. Handles all guests’ queries and questions and avoid referring to other persons or departments unless otherwise necessary.

• Acquaints him/herself with all back-up systems at the Customer Service to ensure continuous efficient service in the event of a computer system shutdown.

• Coordinates properly with Housekeeping regarding room status (check-in, check-out and other special instructions for the tenants)

• Knows by heart all emergency and safety procedures, and to properly act based on them when the situation arises.

• Reports to Management all guests’ feedback, complaints or unusual incidents experienced.

• Maintains the cleanliness and neatness of all work areas, utilizing free time cleaning and tidying up.

• Turns over information and ensures all legitimate pending tasks are properly endorsed and acted upon by the succeeding shift.   

• Maintains the Residents’ Lounge in good order by checking that items are replenished, everything is correctly in place

• Knows and conforms with established accounting policies and procedures to develop a thorough knowledge in all aspects of Cashier mode in computer system and its relation to other operating departments.

• Conducts accurate handling of payment transactions based on strict established procedures. (i.e. Cash & paid-outs, credit cards)

• Coordinates with finance department in settlement of guest folios, handling special billing instructions as well as other billing related queries. 

• Conducts Night Audit Tasks based on established procedures and guidelines.       

• Ensures that all reservations are entered accurately, and database update maintained consistently.

• Ensures that all reservations are thoroughly reviewed prior to guest’s arrival.

• Familiarizes herself/himself with billing and credit policies to effectively handle and process billing requirements.

• Develops and maintains an accurate and updated filling system of all correspondence for easy access and retrieval.

• Transfers calls to guests using the standard approved phrasing.

• Takes messages accurately and prints them for sending to respective apartments.

• Familiar with the different local auxiliary and emergency services available to all guests (i.e. hospitals, police, help hotlines, embassies/consulates, restaurants, theaters etc.)  

• Reports to Management any emergencies or incidents reported by residents.

• Conducts wake up calls based on standard procedure.

• Activates voice mail system in the event that the reception desk is unattended at any given time.

• Any other duties as directed.

QUALIFICATION:

• “O” Levels and above

EXPERIENCE: 

• Minimum of 1 – 2 years in Front Office operations / Customer Service experience.