Customer Engagement Specialist

$62,400 - $62,400/Yr

Aman Agency - New York, NY

Full-time - Mid Level

New York, NY

Gasoline Stations and Fuel Dealers

About the position

The Customer Engagement Specialist at Aman is responsible for creating an exceptional and transformative experience for guests at Aman New York. This role involves managing various guest interactions, including bookings and inquiries related to multiple hotel services, ensuring a seamless and personalized experience that aligns with Aman’s luxury standards.

Responsibilities

• Utilize conversational and professional language to enhance the full guest experience.
• Respond to and confirm all guest booking requests promptly and accurately according to Aman standards.
• Handle incoming correspondence via email, phone, and text/chat for booking information and confirmations.
• Maintain comprehensive knowledge of hotel suites, guest rooms, rates, packages, amenities, and services.
• Capture required information for each department using hotel technology and systems.
• Maintain records and files for all internal and external hotel booking correspondence.
• Ensure detailed recording of guest preferences in appropriate profile maintenance technologies.
• Collaborate with room operations, Spa, and F&B to process outlet bookings according to established procedures.
• Assist in preparing group rooming lists and arrival details, and build group resumes for operational teams.
• Understand and enforce hotel credit policies, billing procedures, and payment methods.
• Work with the Finance team to ensure seamless and accurate guest billing.
• Coordinate pre-arrival requests with appropriate departments and ensure all necessary information is communicated for flawless execution.
• Monitor tentative, prospect, and waitlisted bookings and conduct follow-ups as needed.
• Liaise with Aman New York operations for requests outside the hotel, such as transportation and events.
• Build relationships with Aman Central Reservation team and global sales team to enhance guest experiences.
• Maintain confidentiality of member and guest information as per policies and procedures.
• Comply with all work rules, safety standards, and conduct standards as outlined in the Employee Handbook.
• Participate in mandatory staff meetings and member-related events.

Requirements

• High school diploma or GED.
• 2-3 years of experience in hospitality or guest services.
• Experience in sales or customer service, preferably in the hospitality or travel industries.
• Excellent written and verbal communication skills.
• Strong multi-tasking and time-management skills with the ability to prioritize tasks.
• Detail-oriented with a commitment to guest service.

Benefits

• Competitive hourly wage of $30.00
• Opportunities for professional development
• Employee discounts on hotel services and amenities