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Customer Service Agent
Benchmark
Orlando, FL, United States
Job Details - this job has expired, please see similar jobs below
Benchmark’s company culture is central to our management philosophy. The company’s stated purpose is “to provide an entrepreneurial environment where determined people dare to create, share, and build futures.
To be the “benchmark” by which all others are judged takes passion, courage, and dedication. We invite you to explore our extraordinary offering of unique opportunities, all with a common goal of providing an unforgettable journey.
Job Description Summary:
Interested in a stunning property with growth potential? A NEW place to expand your knowledge and utilize your abilities? Join us, become a part of our family at The Grove Resort & Spa, home of “Beesly the Bee”, a NEW Upscale Resort in Orlando Florida. Discover the unexpected, where every experience is given that extra touch.
Inspiring ways to “Bee the Difference” with every guest and employee interaction. We’ve created a place where YOU feel at home with an excellent working environment that encourages our “Bee the Difference” Culture. We provide benefits for Fulltime employees such as; Medical, Dental, Vision, Life Insurance, Short-term and Long-term disability and Critical Illness and Accidental Insurance.
Company 401 k and Employee Assistance Program is available to ALL employees including complimentary lunch, uniforms, and a continuous education opportunity with our Grove Graduate Program.
Our NEW destination. Yours to discover.
The Grove Resort & Spa, where we have perfected the art of meeting your high expectations.
Job Description:
BASIC FUNCTION:
Provide Be The Difference service to guests throughout all communication channels, ensuring that guest expectations have been exceeded.
QUALIFICATIONS:EDUCATION,KNOWLEDGE, TRAINING, & WORK EXPERIENCE
v Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.
v Must have prior customer service experience. Prior hospitality experience preferred. Must be professional, have a positive attitude and smile.
v Must create a team environment through professional and open communication.
v Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
v Ability to stand, walk and move throughout the department.
v Ability to read, listen and communicate effectively in English, both verbally and in writing.
v Ability to access and accurately input information using a moderately complex computer system.
ESSENTIAL FUNCTIONS:
1. Promptly answer the telephone with a friendly smile and sincere welcome, using positive and clear English communication according to company standards. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information.
2. Understand and promote all property marketing and department programs. Know all amenities the property has to offer and local attractions.
3. Utilize systems to input and retrieve information, confirming pertinent information as it relates to the guest.
4. Utilize systems to input messages accurately into the computer. Retrieve messages and communicate the content to the guest in a friendly and professional manner. Retrieve mail, small packages and facsimiles for customers as requested. Follow up with guest to make sure delivery was satisfactory.
5. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines; may include turning problem over to a supervisor. Guest must be happy upon departure. Never leave a guest issue unresolved. Ascertain guest satisfaction and invite guest back.
6. Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm, alert and professional especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion, always ensuring the guest is happy.
7. Act as liaison between guest and security, guest services, engineering and any other departments. Provide timely information via radio or other device to employees in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc. Must call guest back to confirm that issue has been taken care of and that the guest is happy.
8. Must understand and follow all company policies and procedures, including but not limited to providing a safe environment for both guests and employees.
9. Must exceed company guest service score standards and pass mystery shopper audits and other company audits.
10. Regular attendance in conformance with the standards, which may be established by Benchmark from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
11. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
12. Upon employment, all employees are required to fully comply with Benchmark rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
13. Other duties as assigned by the supervisor such as assisting Front Desk, reservations agents, guest services, gift shop etc.
We are an Equal Opportunity Employer M/F/D/V
"We are a non-smoking property"