Customer Service Specialist

Customer Service Specialist

Allerton Park and Retreat Center, in Monticello, IL, is accepting applications for a Customer Service Specialist who will be responsible for ensuring that the Allerton guest experience is executed flawlessly with attention to detail. The Customer Service Specialist will also ensure that Allerton accommodations meet the expectations of the guest and serve as a primary point of contact for guests and potential guests. The hours for this position are 7:00 a.m.- 3:00 p.m.. The schedule will be flexible based around operational needs with weekends required.

Duties & Responsibilities

Front desk operations & guest services

• Greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service. This includes, but is not limited to, making reservations, sending confirmation emails, processing payments, processing refunds, and resolving complaints.
• Maintains records of guest information and interactions.
• Compile monthly revenue numbers of hotel operations and prepare statements for our Retreat Center Coordinator.
• Supervise part-time and any other full-time housekeepers. Supervisory duties include interviewing candidates, training employees, assigning work, and evaluating staff.
• Serve as primary point of contact for guests & potential guests in various situations including answering questions about Allerton history, amenities, and other area attractions directing guests to appropriate department for additional assistance when necessary.
• Respond to guest inquiries and requests and resolve complex issues in a timely, friendly, and efficient manner.
• Ensure that events on the property are ready when clients arrive by assisting with set-up and placement of food, beverage, and other items for guests when needed.
• Book rentals for events which includes processing payments and emailing confirmations and necessary information to clients.
• Responsible for selling gift certificates, Allerton merchandise, etc. over the phone or in person including preparing the product, shipping, processing payments, and recording those sales.
• In collaboration with the Retreat Center Coordinator, set standards and policies for the Allerton guest experience including hotel and front desk operations.
• Responsible for hotel inventory including purchasing and/or reporting needed items as necessary.
• Responsible for ensuring that the Allerton guest experience is executed with attention to detail by maintaining a clean, sanitary, and comfortable environment for hotel guests.
• Report items in need of repair.
• Ensure confidentiality and security of guest rooms.
• Make beds, remove, and replace linens. Wash, dry, and fold laundry.
• Restock closets.
• Clean guest rooms and bathrooms which includes, but is not limited to, dusting, mopping, vacuuming, and washing windows.
• Other duties as assigned.

Minimum Qualifications

High school diploma or equivalent. Any one or combination totaling three (3) years (36 months) from the following categories: college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent: 30 semester hours equals one (1) year (12 months), Associate's Degree (60 semester hours) equals eighteen months (18 months), 90 semester hours equals two (2) years (24 months), Bachelor's degree (120 semester hours) equals three (3) years (36 months) Responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience One (1) year (12 months) of work experience comparable to that gained as a Customer Service Representative Knowledge, Skills and Abilities Ability to maintain a professional appearance and interact positively with hotel guests. Ability to be reliable. Highly organized with high attention to detail. Excellent communication skills. Ability to lift 50 lbs.