Customer Service Specialist

Allerton Park and Retreat Center, in Monticello, IL, is accepting applications for a Customer Service Specialist who will be responsible for delivering high-quality guest experience through housekeeping, front desk operations, and event support, ensuring Allerton accommodations and guest services are clean, welcoming, and well-coordinated. This role serves as a primary point of contact for guests and potential guests while supporting daily hotel and event operations. The hours for this position are 7:00 a.m.- 3:00 p.m.. The schedule will be flexible based around operational needs with weekends required. This position is an in-person role and requires the successful candidate to work on site at Allerton. Duties Responsibilities Housekeeping Guest Accommodations • Maintain a clean, sanitary, safe, and comfortable environment throughout guest rooms and hotel areas, ensuring the Allerton guest experience is executed with consistent attention to detail. • Clean and prepare guest rooms and bathrooms, including dusting, mopping, vacuuming, washing windows, and other necessary cleaning duties. • Make beds and remove, replace, wash, dry, and fold linens and other laundry. • Restock guest-room closets, housekeeping supplies, linens, and other necessary items. • Maintain hotel inventory and identify, report, and/or purchase needed housekeeping and guest-service supplies as necessary. • Report maintenance issues, damaged items, safety concerns, and other items in need of repair. • Ensure the confidentiality and security of guest rooms and guest belongings. • Supervise part-time and full-time housekeeping staff. Supervisory duties include interviewing candidates, training employees, assigning work, monitoring performance, and evaluating staff. • In collaboration with the Retreat Center Coordinator, help establish and maintain standards and procedures for housekeeping, hotel operations, and the overall Allerton guest experience. Hospitality and Guest Services • Serve as a primary point of contact for guests and potential guests, providing friendly, professional, and responsive service. • Greet and register guests and process guest check-outs while maintaining a high standard of customer service. • Manage front-desk functions including making reservations, sending confirmation emails, processing payments and refunds, maintaining guest records, and resolving guest concerns. • Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner, referring guests to the appropriate department when additional assistance is needed. • Maintain accurate records of guest information and interactions. • Answer questions regarding Allerton history, amenities, programs, facilities, and area attractions. • Book rentals for events, including processing payments and emailing confirmations and necessary information to clients. • Serve as a resource for guests and clients before, during, and after their stay or event. • Assist with preparing property spaces for events by helping with set-up and placement of food, beverages, equipment, and other items as needed. • Sell gift certificates, Allerton merchandise, and other products in person and by telephone, including preparing products for customers, processing payments, shipping orders, and recording sales. • Compile monthly hotel operating revenue information and prepare statements for the Retreat Center Coordinator. • Perform other duties as assigned in support of Allerton's hospitality, housekeeping, and retreat-center operations.