Guest Service Associate

SUMMARY: Provide a high level of customer service at the Front Desk, Store and on the telephone to ensure guests have a positive experience while participating in the program at OHI Austin. Ensure personal, operational and quality standards are being met on a consistent basis. Weekends, evenings and holidays required.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Communicate, adhere to and model the organization’s Mission, Core Values and Guiding Principles (MVPs) and Disciplines of Surrender.
• Deliver uncompromising service to all guests, inquirers and
• Perform duties related to Front Desk, Store, Contact Center and other activities as

Front Desk Duties:

• Provide accurate program information to guests, inquirers and
• Provide concierge services to guests, inquirers and adherents for local
• Provide customer service adhering to guests needs with room changes, maintenance and housekeeping Ensure the correct department handles the issue and follows through with the guest to make sure they are satisfied.
• Participate in our In-House Stay Over
• Ensure that on-going and effective communication to the Mission’s guests and adherents is
• Maintain accurate records of room availability and guests’
• Mail brochures/confirmation Signing off for mail and package delivers.
• This list is not all-inclusive. Other duties may be
• Perform other duties and projects as

Store Duties:

• Promote store products and provide accurate store product knowledge to guests, inquirers, and
• Collect payments and process accurate and efficient sales and return
• Reconcile daily sales
• Stock and maintain clean store
• Maintain orderly product warehouse/storage work
• Conduct Monthly and Quarterly
• Ensure adequate inventory levels are maintained and all purchasing procedures are
• Create and maintain the proper presentation, organization, storing and replenishment of
• Adheres to all company policies procedures & safety
• Perform other duties and projects as

Contact Center Duties:

• Meet personal and departmental metrics regarding Reservations, Customer Satisfaction and Promoter Scores
• Provide accurate program information to callers, guests, inquirers, and
• Answer main reservation phone
• Review and respond to OHI inquiry
• Accept and confirm guest reservations and input into the computer to update client accounts and record keeping.
• Post accurate guest reservations into OHI computer
• Collect and post guest tuition
• Perform night audit and day-end close
• Perform Pro Salon Close

QUALIFICATIONS

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required.

Customer Service– Provide great customer service by managing difficult or emotional customer situations. Respond promptly to customer needs. Solicit customer feedback to improve service. Respond to requests for service and assistance. Meet commitments. Present patience and compassion for all guests and adherents.

Interpersonal Skills– Strong people personality and possess ability to connect with people. Must enjoy working with people, in general. Display strong, outgoing personality. Listen to others without interrupting. Keep emotions under control. Focus on solving conflict, not blaming. Must always present professionalism. Must be energetic and possess stamina necessary to accommodate guest with their needs while presenting a positive mental attitude at all times. Possess confidence and maturity when communicating with guests.

Oral Communication– Strong communication skills. Able to speak clearly and persuasively in positive or negative situations. Listen and get clarification. Respond well to questions. Maintain confidentiality.

Written Communication– Write clearly and informatively; edit work for spelling and grammar. Able to read and interpret written information. Listening skills are essential.

Teamwork– Balance team and individual responsibilities. Exhibit objectivity and openness to others’ views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests. Able to build morale and group commitments to goals and objectives. Supports

everyone’s efforts to succeed.

SUPERVISORY RESPONSIBILITIES: Acts as Manager on Duty and position may in certain instances require employee to live on campus. A separate Manager on Duty Rider will be attached if living on campus is required.

EDUCATION: Associate’s degree or equivalent from a two-year college or technical school.

EXPERIENCE:

• Minimum 2 years’ experience providing customer service in customer care environments such as (hospitality, holistic healthcare, retail, ministry, education etc.) and 2 years’ experience providing customer service in a call center environment.
• Must have phone
• Experience working on computers in enterprise reporting systems(s).

• Minimum 1 year office procedures and processes
• Intermediate level proficiency with MS Office (Outlook, Word, Excel, PowerPoint).

COMPUTER SKILLS: MS Office (Outlook, Word, Excel, Powerpoint) and enterprise level reporting systems. Ability to learn and use property management system for checking in guests and making appointments.

LANGUAGE SKILLS: Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.

MATHEMATICAL SKILLS:Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of American money and weight measurement, volume and distance.

REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

BEHAVIORIAL SKILLS:Mature, able to make decisions, organized, dependable, accurate and attention to detail. Must have the ability to multi-task and meet deadline. Must be able to work in a fast-paced environment with minimal supervision and be able to manage a team and create a positive working environment. Must be capable to maintain confidentiality and be compassionate in dealings with people. Ability to communicate well with guests, managers, employees and executive management is a must. Individual should be skilled in problem solving and customer service; works with integrity and ethically; upholds the Organizational values. Must provide excellent guest and internal employee service and have the ability to learn and model OHI’s Mission, Values and Principles (MVPs). Maintain a professional demeanor and appearance and model appropriate behavior. Must be flexible (creative and work with structure), Must be able to easily connect with others, ability to anticipate others needs and strong team-player.

PHYSICAL DEMANDS

Physical activities: Prolonged sitting, talking and listening on the telephone and in person, using hands to finger for grasping, handling or feeling; walking up stairs; prolonged standing and reaching items up to 25 lbs with hands and arms. Repetitive bending, twisting, pushing and pulling objects up to 25 lbs in weight up and down incline ramps.

Must be energetic and have the stamina to accommodate guests with their need. Weight to be lifted or force to be exerted: Up to 25 pounds.

SPECIAL VISION REQUIREMENTS: Color vision.

WORK ENVIRONMENT

Exposure to environmental conditions: None. Must be able to work a flexible schedule.

NOISE: Moderate noise (business office with computers and printers, light traffic).