Guest Service Representative

Showboat Hotel & Island Waterpark•Atlantic City, NJ

About The Position

The Guest Service Representative is responsible for addressing and resolving customer complaints in a timely, professional, and empathetic manner. This role involves interacting with guests both in person and through electronic communication channels, including email, chat, and social media. The representative is expected to deliver positive customer experience by providing exceptional hospitality, ensuring prompt resolution of concerns, and upholding Showboat standards at all times.

Requirements

Must be 18 years of age or older
Strong verbal and written communication skills
Excellent problem-solving and conflict-resolution abilities
Ability to remain calm under pressure and handle difficult situations
Customer-focused mindset
Active listening and empathy
Attention to detail
Professionalism and patience
Work flexible schedule including nights, weekends, and/or holidays as needed
High school diploma or equivalent (Associate's or Bachelor's degree preferred)
Previous experience in customer service, hospitality, or a related field
Previous experience in customer service role, specifically hospitality or hotel setting
Proficient computer skills including but not limited to Microsoft Word, Power Point, Excel and Outlook and other required systems.

Nice To Haves

Associate's or Bachelor's degree preferred

Responsibilities

Respond promptly to customer complaints and concerns in person, via email, phone, or online platforms
Listen actively and empathize with guests to fully understand issues and expectations
Investigate complaints thoroughly and determine appropriate resolutions
Provide clear, accurate, and courteous communication at all times
De-escalate tense situations while maintaining professionalism and composure
Document all customer interactions and resolutions in the system
Follow up with customers to ensure satisfaction with the resolution
Collaborate with other departments to address recurring issues and improve service quality
Identify trends in complaints and provide feedback to management
Performs other related duties as assigned by the Font Desk Manager and /or Director of Front Desk.