Sr. Customer Service Specialist- Allerton Park and Retreat Center

Allerton Park and Retreat Center, located in Monticello, Illinois, is accepting applications for a Senior Customer Service Specialist. This position will oversee Allerton's guest service department by ensuring that the Allerton guest experience is executed flawlessly with attention to detail. The Sr. Customer Service Specialist will supervise staff to ensure that Allerton accommodations meet the expectations of the guest and additionally serve as point of contact for guests and potential guests . The hours for this position are 7:00 a.m.- 3:00 p.m., Sunday- Thursday (weekends required, as needed.)

Duties & Responsibilities

Front Desk Operations & Guest Services

• Greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service. This includes, but is not limited to, making reservations, sending confirmation emails, processing payments, processing refunds, and resolving complaints.

• Maintains records of guest information and interactions.

• Compile monthly revenue numbers of hotel operations and prepare statements for our Retreat Center Manager.

• Serve as primary point of contact for guests & potential guests in various situations including answering questions about Allerton history, amenities, and other area attractions directing guests to appropriate department for additional assistance when necessary.

• Respond to guest inquiries and requests and resolve complex issues in a timely, friendly, and efficient manner. Ensure that events on the property are ready when clients arrive by assisting with set-up and placement of food, beverage, and other items for guests when needed.

• Book rentals for events which includes processing payments and emailing confirmations and necessary information to clients.

• Responsible for selling gift certificates, Allerton merchandise, etc. over the phone or in person including preparing the product, shipping, processing payments, and recording those sales.

• Responsible for hotel inventory including purchasing and/or reporting needed items as necessary.

Responsible for ensuring that the Allerton guest experience is executed with attention to detail by maintaining a clean, sanitary, and comfortable environment for hotel guests.

• Report items in need of repair.

• Ensure confidentiality and security of guest rooms.

• Make beds, remove, and replace linens. Wash, dry, and fold laundry. Restock Closets.

• Clean guest rooms and bathrooms which includes, but is not limited to, dusting, mopping, vacuuming, and washing windows.

• Other duties as assigned.

Supervise Allerton’s Guest Services Department

• Supervise part-time and full-time housekeepers and front desk attendants. Supervisory duties include interviewing candidates, training employees, assigning work, and evaluating staff.

• Perform routine quality control checks to ensure standards are being met.

• In collaboration with the Retreat Center Manager, set standards and policies for the Allerton guest experience including hotel and front desk operations.

• Be a working supervisor alongside other staff to make sure expectations are met.

Required Qualifications

• High school diploma or equivalent.

• Any one or combination totaling three (3) years (36 months) from the following categories: college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent: 30 semester hours equals one (1) year (12 months), Associate’s Degree (60 semester hours) equals eighteen months (18 months), 90 semester hours equals two (2) years (24 months), Bachelor’s degree (120 semester hours) equals three (3) years (36 months).

• Responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience.

• One (1) year (12 months) of work experience comparable to that gained as a Customer Service Representative

Preferred Qualifications

• Demonstrated supervisory experience.

Knowledge, Skills and Abilities

• Ability to maintain a professional appearance and interact positively with hotel guests.

• Must be reliable.

• Must be highly organized with high attention to detail.

• Excellent written and oral communication skills.

Appointment Information

This is a 100% full-time Civil Service 4809 - Customer Service Specialist position, appointed on a 12-month basis. The expected start date is as soon as possible after the close of the search. The salary range for this position is $42,000-$45,000. We strive to provide a competitive salary, considering factors such as available market data, internal equity, candidate experience and qualifications, collective bargaining agreements, and budget constraints. The final salary offer will be determined through a thorough assessment of these elements. Sponsorship for work authorization is not available for this position.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (Central Time) on September 22, 2025. Apply for this position using the Apply Now button at the top or bottom of this posting. For full consideration, application materials should include a cover letter, current resume (including month/year employment dates), contact information for three professional references, and transcripts or proof of degree(s). Please ensure your resume highlights your qualifications/experience for this position. This may include professional, academic, volunteer, or other applicable experience that aligns with the responsibilities and requirements of this role.

In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact Kelly Vogelbaugh at kvogelba@illinois.edu. For questions regarding the application process, please contact 217-333-2137.

The University of Illinois offers a very competitive benefits portfolio, depending on the position. Click for a complete list of Employee Benefits.

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The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.

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Requisition ID: 1032670
Job Category: Administrative Support
Apply at: https://jobs.illinois.edu