Customer Care Specialist at Big Cedar Lodge

Ridgedale, Missouri
Guest Services
11/03/2021
Big Cedar Lodge
Depends on Experience  Hourly
Full Time
Varies - Weekends Needed

 

To deliver friendly, professional service ensuring guest satisfaction.

 

Essential Functions:

Smile, be alert and never leave the desk unattended.

Reply to post stay survey emails in a timely and professional manner and notify all departments of comments and suggestions

Address poor surveys and resolve poor guest experience. 

Reply to virtual assistant texting service questions in a prompt and professional manner.

Log maintenance and housekeeping requests quickly and accurately

Able to multi-task with a multiple phone line system. 

• Read Pre-shift daily. Be aware of all daily activities and meetings taking place in the resort.

• Register guest and assign rooms, accommodate special requests whenever possible.

• Develop a thorough knowledge of the room types, rates, packages and booking procedures.

• Notify housekeeping of all late check-outs, early check-ins and special requests.

• Maintain a high level of cleanliness in Front Desk and Guest Services area and lobby.

Address all incidents of guest dissatisfaction and report to the Assistant Manager/Director of Guest Services.

• Report all accidents or injuries that occur at Big Cedar Lodge to the front desk manager

• Prepare key packets and registration cards and include all materials to be distributed at check-in.

• Work with Group Sales to ensure a smooth check-in process for large groups.

• Assist guest with the highest level of professionalism possible.

• Develop thorough knowledge of all office computer operating systems

• Handle safety deposit boxes in accordance with property procedure.

• Use proper mail, package and message handling procedures.

• Seek opportunities to WOW our guests, make your MOD aware of opportunities or guest irritants that need attention.

• Will perform other duties as required

 

Candidate Profile:

 

Education and Experience

High school diploma or GED or three to six months related experience and/or training; or equivalent combination of education and experience.

 

Skills and Knowledge

Communicating effectively in writing as appropriate for the needs of the audience.

 

Basic Computer Skills

Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

 

 Reading Comprehension

 Understanding written sentences and paragraphs in work related documents.

 

Oral Comprehension

The ability to listen to and understand information and ideas presented through spoken words and sentences.

 

Clerical

Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

 

Analytical/Critical Thinking

The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.

 

Education and Training

Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

 

Customer and Personal Service

Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

 

Number Facility

·         The ability to add, subtract, multiply, or divide quickly and correctly.

·         The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.