Contact Center Quality Assurance Auditor jobs in Gary, IN

I. SUMMARY STATEMENT

Assures highest possible level of visitor and guest satisfaction by providing superior

customer service. Responsible for checking guests into and out of the hotel as well as

answering phone calls and customer inquiries

II. PRIMARY DUTIES AND ACCOUNTABILITIES 100%

· Room Assignments, Changes, and Issues

· Checks guests into and out of the hotel in an accurate, speedy, and courteous manner.

· Efficiently handles all payments received whether they are cash, credit card, checks, or traveler’s checks. Balances/verifies all monetary transactions in the appropriate accounts.

· Ensures that all hotel keys are distributed to the appropriate parties and that guest privacy is maintained.

· Responsible for maintaining all documentation regarding room registration, changes, charges, credit card transactions, customer service, and maintenance issues.

· Clean snow around the hotel building walkway and puts salt.

· Ability to efficiently work under time constraints.

· Ability to work with cleaning chemicals.

· Must be able to lift, push, and pull 25-50 pounds frequently.

· Able to work a flexible schedule.

· Guest Service

· Offers guests' assistance whenever possible.

· Responsible for resolving escalated customer relations issues.

· Answers inquiries pertaining to hotel policies and services.

· Must respond to and follow-up on all guest requests to ensure customers are

· satisfied with the hotel’s services and accommodations.

· Responsible for positively representing and promoting the property.

· Ensures systems and procedures are in place and followed for guest safety and security.

· Other Duties as Assigned

· Ensures that the lobby, front desk and Breakfast area is clean (sweep and mopped floor), organized, visually appealing, and well stocked with all necessary supplies.

· Properly compiles, completes, and distributes reports to all management and relevant staff.

· Ensure that the Breakfast and Pantry Area is clean which includes cleaning of tables, chair and breakfast setup area.

· Reports any maintenance, security, or safety issues to the appropriate staff.

IV. SKILLS, EDUCATIONAL BACKGROUND, AND EXPERIENCE

· High School Diploma or GED required.

· Previous front desk experience highly preferred.

· Prior experience using Windows-based software including Microsoft Word, Excel, and Outlook

· highly preferred.

· Excellent organizational and prioritization skills.

· Ability to work well and collaborate with others.

· Superior customer service skills.

· Excellent communication skills.

· May be required to stand for an extended period of time.

· Able to work a flexible schedule.

Job Types: Full-time, Part-time

Job Types: Full-time, Part-time

Pay: $12.00 - $13.00 per hour

Schedule:

• 8 hour shift
• Holidays
• Night shift
• Weekends as needed

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Preferred)
• Front Desk: 1 year (Preferred)

Work Location: In person