Guest Services Documentation Specialist Dallas, Texas

10 Jun 2021 12:56 PM | Bruce Waller

JOB TITLE: Guest Services Documentation Specialist

DEPARTMENT: Operations

REPORTS TO: VP Global Operations

POSITION PURPOSE:

The Guest Services Representative partners directly with Inside Sales to facilitate a seamless reservation process by properly setting expectations while managing all reservation documentation including, but not limited to lease agreements, reservation confirmations, arrival instructions and departure instructions. The Guest Services Representative communicates heavily by telephone and email with both internal and external customers and is expected to provide the highest level of customer service in a professional, courteous and customer centric manner. As this is a fast pace environment, the successful candidate must be able to work under pressure and tight deadlines.

DUTIES AND RESPONSIBILITIES:

  • Process reservation documentation in reservation software for background checks, corporate and guest lease agreements and addenda, permission to enter, credit card authorization for incidentals and Arrival and Departure Instructions
  • Responsible for completing follow up calls/emails to guests throughout the term of the reservation process: pre-arrival, upon move in and upon departure as well as follow up with guests and properties to ensure timely receipt of required pending paperwork
  • Completion of daily tasks/action items to ensure all activities are milestone events are addressed timely
  • Responsible for data integrity of technology system with regards to documentation and financial data required for billing
  • Provides overall Guest Services backup support inclusive of customer service as well as product and delivery as needed
  • Must have a professional image, strong communication and customer service skills

OTHER RESPONSIBILITIES:

  • Participate in 24/7 on-call program as on call associate as assigned
  • Occasionally provide Meet and Greet services to local area DFW guests

EDUCATION AND EXPERIENCE:

  • Three (3) years or more experience in the corporate housing industry specifically in Guest Services

SKILLS:

  • Exceptional time management skills required; position involves managing competing priorities that are critical to the reservation process
  • Strong attention to detail required
  • Excellent oral and written communication skills required
  • Proficient in Microsoft Office products

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

  • Normal office conditions with opportunity to work remote and/or in a shared office setting.

Contact Kelly Simants for more information kelly@nevadahrteam.com

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