Experienced Customer Service Representative – Multifaceted Guest Experience Specialist with Administrative Assistance
About Us
At Hyatus, we pride ourselves on being agile, innovative, and dedicated to delivering exceptional experiences for our guests. As a forward-thinking company, we're always looking for talented individuals who share our passion for providing unparalleled service and support. As a Customer Success and Service Specialist with Administrative Assistance responsibilities, you'll be the linchpin of our guest experience and a pivotal support element for our operational efficiency during the critical hours of our late-night shift (11 PM EST to 7 AM EST) and occasionally during our evening shift (5 PM EST to 12 AM EST).Job Summary
We're seeking an experienced and charismatic Customer Service Representative to join our dynamic team. As a multifaceted Guest Experience Specialist with Administrative Assistance responsibilities, you'll be responsible for providing exceptional service to our guests, handling administrative tasks, and contributing to the growth and success of our company. If you're a motivated and tech-savvy individual with a passion for delivering outstanding customer experiences, we encourage you to apply for this exciting opportunity.Responsibilities
As a Customer Success and Service Specialist with Administrative Assistance responsibilities, your duties will include:- Guest Communication: Serve as the primary point of contact for guests via phone, email, and messaging platforms, offering prompt, friendly, and efficient assistance.
- Reservation Management: Handle reservation modifications, cancellations, and extensions with attention to detail and guest satisfaction.
- Check-in Assistance: Guide guests through the check-in process, ensuring a smooth and welcoming start to their stay.
- Technical Support: Provide over-the-phone troubleshooting for in-property technology and amenities (e.g., Wi-Fi, TV systems).
- Local Expertise: Offer knowledgeable recommendations for dining, entertainment, and local attractions, enhancing guests' experiences.
- Problem Resolution: Address and resolve any guest concerns or issues that arise during the night, ensuring their stay is comfortable and enjoyable.
- Feedback Collection: Gather guest feedback to drive improvements in our service and operations.
- Administrative Tasks: Manage property availability calendars, check and update pricing in real-time, and refine listing descriptions to attract and inform potential guests.
Requirements
To be successful in this role, you'll need to possess the following qualifications and skills:- Experience: Proven track record in customer service or hospitality, with a preference for candidates experienced in managing guest relations remotely.
- Availability: Ability to work the late-night shift (11 PM - 7 AM EST) and occasionally the evening shift (5 PM - 12 AM EST), including weekends and holidays.
- Communication: Exceptional communication skills with perfect native English proficiency. Additional languages are a plus.
- Personality: Charismatic, patient, and empathetic demeanor, with the ability to remain calm and positive in challenging situations.
- Tech-Savvy: Comfortable with technology, able to troubleshoot basic technical issues, and navigate property management software.
- Self-Starter: Highly motivated, with the ability to work independently, take initiative, and adapt to changing situations.
What We Offer
As a valued member of our team, you'll enjoy the following benefits:- Competitive Compensation: Attractive salary with performance bonuses.
- Remote Work: This is a remote position, allowing you to work from the comfort of your home.
- Career Growth: Opportunities for professional development and advancement within a growing company.
- Supportive Team: Be part of a caring and dynamic team that values your contributions and supports your growth.
- On-the-job training: Comprehensive training to ensure your success in the role.