Guest Service Agent

Department: Front Office

Reports to: Front Office Manager

Status: Exempt

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Now Hiring at Eagle Mountain House! We are looking for fun and enthusiastic individuals to join our team, apply today!

Job Summary:
The Guest Services Representative provides excellent customer service via email and phone to our guests staying in our furnished corporate apartments and is responsible for maintaining good working relations with our team and properties. The Guest Services Representative creates and sends arrival information to our guests and follows up with wellness calls to stay on top of guest satisfaction. The Guest Services Representative should have great telephone presentation, excellent grammar and writing skills, and be self-motivated, problem-solving in nature, and well organized. They should also be friendly, energetic and assertive as well.

Essential Functions
• Pre-Arrival Instructions – prepare the paperwork to send to our guests that instructs them on arrival procedures, apartment and community information
• Oscar Status Change – monitor daily arrivals and change the status in Oscar to indicate that the guest has arrived
• Welcome Call – place a call to our guests to welcome them and offer any assistance; Address any concerns, and inform them (when applicable) that they will be getting a survey from Oakwood
• Service Request – enter / manage daily service requests through Service Track and log updates and resolutions as received
• Work directly with our operations staff, the properties and the guests to inquire and assist with service requests
• Provide excellent customer service to our guests at all times, proactively communicate issues/problems and follow up after the resolution of the issue
• Manage guest departure status -Send/Contact each guest prior to departure to confirm departure intentions and update system when notice is given
• Prepare and send departure instructions to guests
• Oscar Status Change – monitor departures and change the status in Oscar to indicate that the guest has departed
• Packages – work as our package concierge to ensure that properties are set up properly to receive, store and notify guests of packages. Properties with package service companies will require additional assistance to set up and manage the guest’s information in order to retrieve such package
• FAQ (Frequently Asked Questions) – create/update/print as needed our FAQ for each property
• Ensure that all data entry is complete, accurate, and updated as necessary; Enter notes in Oscar
• Understanding of 3rd party units and who to call for service requests
• Oakwood Worldwide – have a clear understanding of Oakwood to better assist our customers; Usage of Oakwood.com , Oakwood’s mobile application, Marriott Reward Points, Citrix and all systems available to Franchisees that apply to your position
• Responsible for detailed knowledge of our portfolio of properties, including: property entry, apartment entry, parking information, WIFI access, mailbox and package information, etc.
• Create and maintain a close working relationship with property leasing associates to ensure the optimum willingness to work with us, service our guests, and provide referrals
• Responsible for maintaining customer service standards
• Establish and maintain effective relationships with clients and vendors
• Assist with set ups and breakdowns when necessary
• Serve as backup for other team members and other markets, when necessary
• Be accessible for after-hours emergency calls
• Communicate with all departments to ensure that customer service needs and expectations are fulfilled
• Create a positive atmosphere for guests and team members
• Other duties as assigned

Qualification Standards
Education & Experience
• 2+ years customer service experience in a similar field of work
• Exceptional customer service skills
• Excellent communication skills, both verbal and written
• Ability to interact patiently, tactfully, and diplomatically with internal and external guests
• Proficient in Microsoft programs (Word, Excel, Outlook)
• Experience in other Microsoft programs a plus
• Experience in corporate housing systems (Oscar, ServiceTrack, Oakwood’s PASSPORT) a plus, but not required

Physical Demands
• Ability to sit or stand for extended periods of time
• Ability to communicate clearly
• Ability to lift, bend, and carry 20 lbs.
• Corrected vision to normal range
• Ability to be flexible on hours and workdays when business demands

Mental Demands
• Make sound judgments quickly
• Work on multiple tasks, making appropriate progress towards deadlines
• Able to work independently, take direction and know when to seek assistance
• Work with differing personalities within the office, the properties, and guests
• Maintain the highest degree of confidentiality
• Ability to work effectively in stressful, high pressure situations
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessary.