Hospitality Customer Service Representative

ENDLESS HORIZONS•Harrisonburg, VA

3d•$18 - $20•Onsite

About The Position

Endless Horizons is seeking a friendly, motivated, organized, and customer service driven professional to work with the Hospitality Team at the Camp Horizons location in Harrisonburg, VA! This is a Full Time role, with a standard schedule of Monday through Friday 8:30 am - 5pm. Occasionally, shifts may vary based on seasonal or business needs. Under the direction of the Customer Service Manager, the candidate will be expected to provide customer service and reservation support to various Horizons business units such as Camp Horizons, The Outdoor Learning Center at Horizons, NROCKS Outdoor Adventures, Horizons Hospitality, and Mountain Valley Meeting and Retreat Center. The candidate will coordinate and perform a wide range of customer service duties to ensure that clients' needs are met in a timely, efficient, and customer-centric manner, following the Standard Operating Procedures set forth by the department.

Requirements

Experience with customer service in a sales driven capacity required.
Previous experience with calendar and resource management necessary.
Competence in managing a reservation calendar and the assignment of resources to maximize sales.
Proven ability to provide excellent customer service in a high-volume, high-pressure, deadline-oriented environment.
Must have strong listening skills, be detail-oriented, and be able to multi-task.
Proven ability to effectively solve problems while working independently and/or as a supportive team member.
Excellent communication skills, both verbal and written.
Excellent PC skills, strong typing and Internet navigation skills and proficiency in Excel preferred.
A desire to learn and ability to flourish in a dynamic, high-growth, entrepreneurial environment.
Discretion regarding confidential and proprietary information, combined with poise and professionalism in all communications.
Consistent in attendance and stable work history.

Nice To Haves

Proficiency in Excel

Responsibilities

Respond to incoming phone calls, emails, web generated requests, and other forms of communication relating to reservation inquiries, calendar availability, and pricing in an efficient, timely, and professional manner.
Respond to and prioritize reservation inquiries assigned to them by management. This includes taking reservation inquiries from start to finish by gathering details and providing a Customer Agreement Contract, managing deadlines for deposits, final guest counts, dietary needs, and entering all reservation details into conference software, which distributes action items to the operations team. Keen Attention to detail is imperative in this role.
Create and deliver invoices to customers, and collect and process payments and refunds.
Occasionally serve as an event host for groups at retreat center.
Support in oversight of the day-to-day organization and administrative support in the front office with the Camp Administrator, ensuring that the front desk duties remain covered during business hours.
Respond promptly to leads/prospects for all business lines within 24 hours.
Promptly answer phones during business hours.
Anticipate, identify, research, resolve and follow-up on potential or existing issues and react/adapt in an appropriate manner to minimize negative impact on client.
Effectively communicate with housekeeping, maintenance, food service and programming departments to ensure all guests receive the proper care.
Maintain a positive work environment with all levels of the organization and in the presence of guests.
Identify reoccurring problems and trends and suggest resolutions to Customer Service Manager.
Support Customer Service Manager in an effort to increase revenue within existing business lines and solicit new clients through various prospecting and sales efforts.
Maintain a schedule that provides consistent coverage at the front desk during business hours of 8:30 am - 5pm daily. Shift may vary on occasion based on seasonal or business needs.
Perform administrative support duties as needed, including but not limited to written correspondence (electronic and/or hard copy), making copies, creating/editing documents, scheduling, maintaining databases, writing reports, data entry, billing processes, preparing binders, and other duties as assigned.