Guest Services Specialist

White Rainbow JOB DESCRIPTION: Guest Services Specialist Position: Guest Services Specialist (Remote) Reports To: General Manager Purpose: The role of the Guest Services Specialist is to provide end-to-end support to the client fulfillment needs of White Rainbow to ensure that all guest needs are met at our family of hotels, all requests are responded to promptly, professionally & courteously, and for the delivery of absolute top-tier guest interactions & communications. The Guest Services Specialist is responsible for an optimum stay experience, a seamless check-in/out and service process, and for being a personal liaison that enables superior guest interactions; This role focuses on attaining the highest level of customer satisfaction ratings while delivering the best service experiences for our guests in every respect. Job Expectations and Accountabilities: Guest Communications • Serve as the primary, front-line contact-person for all communications with hotel guests. • Demonstrate superior customer service behavior in each and every guest interaction. • Attend to all incoming communications from guests – phone, SMS, e-mail and other messaging channels – to effectively answer/resolve any question, need or concern. • Monitor and respond to all communications from guests to answer their enquires and resolve their needs in a timely and effective manner. Guest Experience • Administer a routine of regular guest messaging and corresponding interactions to optimize each guest experience. • Track and report upon common guest comments, complaints, concerns and feedback. • Maintain team-wide records of guest interactions. • Monitor and respond to guest reviews. • Regularly report to GM on review highlights and needs for interaction. Systems & Processes • Role models the White Rainbow corporate values. • Effectively uses all required programs/applications required to fulfill hotel operation needs. • Proactively communicates with the GM, and the Managers of Cleaning and Maintenance and necessary staff, regarding any measures to improve the end-to-end client fulfillment process, such as cleanliness or repair needs observed and/or reported by clients. • Coordinate and communicate daily runner schedule with runners and guest services team. Skills Required: • 3 years (minimum) experience in a guest relations-oriented role. • Able to effectively coordinate rapidly changing priorities while maintaining calm composure, kindness and helpfulness under pressure. • Maintain kindness and readiness to aide even the most dissatisfied clients. • Comfort with technology and willing to learn new software. • Attention to detail with inputting data and handling financial matters. • Proven ability to integrate within a Team as a valued co-worker. • Proven Customer Focus and Satisfaction skills • Strong Communication skills • Strong Problem Solving and Process skills. • Good Quality Control skills Skills Desired: • B.A., B.Sc. or college-degree in Hospitality, Tourism, Business or a related field. • 2 years’ experience in the Accommodations or Hospitality industry • 2 years’ experience in a customer-facing service operation. Benefits: • Employee discount • Flexible schedule • Paid time off Experience: • Guest Relations: 3 years (Required) • Customer Service: 1 year (Required) • Hotel experience: 1 year (Preferred) Shift availability: • 3:00 PM to 11:00 PM (Eastern Time) Work Location: Remote Job Type: Full-time Pay: $15.00 - $25.00 per hour Benefits: • Employee discount • Flexible schedule • Paid time off People with a criminal record are encouraged to apply Education: • High school or equivalent (Preferred) Work Location: Remote