Resort Services - Specialist

Resort Services Specialist

As the Resort Services Specialist, you will maintain accurate records as it relates to the lodging accommodations for Groups. You will report to the Resort Services Shift Manager in Durant, Oklahoma. Location: Durant Schedule: Regular/Pull-Time - 5pm-10:30pm, off Wednesday-Friday Pay: $17.55/hr Wage access is an option for this position.

Primary Tasks:

1. You will receive requests for assistance by phone from both hotel guests & property staff.
2. Enter requests into HotSos database in-order to distribute to the appropriate support department. Coordinate guest request efforts with Housekeeping and Facilities.
3. Monitor service orders in-order to ensure continuity of services and Service level agreement obligations for our guests both internal and external.
4. Receive guest requests, complaints and documents accordingly.
5. You will be our guests' advocate by applying property resources in-order to meet guest service needs.
6. Follow up with guests once service orders are completed to ensure satisfaction.
7. Respond to guest "billing" inquiries & facilitate a resolution for disputed claims.
8. Reimburse guest credit cards.
9. Provide an expedited "check-out" function for guests by phone call to alleviate inconvenience of walking to the Front Desk.
10. Perform other responsibilities as assigned.

Requirements:

• Hospitality related industry experience
• Excellent service skills
• Computer skills
• Handle sensitive information
• Provide a luxury experience engaging in every conversation with Associates and guests
• Communicate in one-on-one, small group, and large group situations
• One (1) year customer service or Hospitality experience