Customer Service Representative

Job Description

Department: Customer Service Reports to: Customer Service Executive Conditions of Work While main duties are predominately carried out in the Reception area, work may be required in other areas of the property. Role Overview Responsible to assist in the overall running of the Reception to ensure an efficient and effective operation and guest satisfaction. Main Duties • Book and process resort reservations for individuals and/or groups that are requested either by phone or from within the resort; process cancellations, revisions, and information updates on changes. Up-sell where possible to maximize revenue. • Approach all guests and employees in an attentive, friendly, courteous and service-oriented manner and register, and allocate appropriate booking activities for the guests • Make use of guest preference and guest history information at every opportunity and ensure guest special requests are fulfilled and proper delivery of guest services is delivered. • Project an image of professionalism and willingness to provide personalized services to guests • Contribute to and maintain guest information such as sports activity and bookings in order to enhance guest experience • Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, activity fees and food, completing cashier and other reports, preparing deposit, and counting • Make and confirm restaurant, transportation, or entertainment reservations, and arrange for tours • Maintain appropriate standards of conduct, dress, hygiene, uniform appearance and professionalism • Follow resort policies and procedures, demonstrate efficient teamwork and contribute to the achievement of business goals • To perform other duties that management may from time to time reasonably require

Desired Candidate Profile

Requirement: • High school diploma or equivalent; bachelor’s degree preferred • 2+ years of customer service experience • Experience within hospitality would be an advantage • Friendly, cooperative manner and patience in dealing with customers and staff • Must have computer skills including the ability to accurately input information into a computer system including Microsoft Office Suite • Able to take the initiative to solve problems quickly • Be a brand ambassador; with the solid understanding of Al Forsan Sports Resort offerings • Must maintain a professional appearance and demeanor • Excellent communication skills in English and Arabic Five Core Competencies: 1. Customer Focus 2. Communication 3. Planning & Organizing 4. Team work 5. Takes personal ownership Five Functional Competencies: 1. Job knowledge 2. Grooming & Punctuality 3. Safety Conscious 4. Attention to details 5. Flexibility