Call Center Agent

Overview:

It is the responsibility of the Guest Services Call Center Agent to assist/process any and all guest communicated needs, with the goal of exceeding the guest expectations. This position must also exhibit a high level of professional and personalized guest service that embodies the Company’s brand standard and core values (K.E.E.P. – Kindness, Engagement, Empathy and Positivity).

Responsibilities:

• Answer inbound calls and process/dispatch requests accordingly, (i.e.: Maintenance, Front Desk, Housekeeping, Bell Desk, Valet calls from guest and or employees).
• Responding to guest and or employee requests received in digital form, i.e. emails, text message portal, instant messages.
• Conducting outbound calls to ensure guest satisfaction has been obtained for Front Desk, Housekeeping, Bell Desk, Valet guest request calls.
• Monitoring all dispatch systems to ensure any pending requests are dispatched out to an active/on duty
• Resolving any and all guest complaints to the best of their ability.
• Assist with Front Desk functions as needed, i.e. Check In and/or Out guests, Lobby Greeting, printing of boarding passes, system tasks.
• Assist with Room Reservations functions as needed, i.e. assisting with guest call volume, entering third party reservations, Reservation modifications, e. cancellations, date changes, creating guest key packets, assisting with reservations report processing, etc.
• Understand and convey property information – Assist guests verbally over the phone to explain a variety of goods and services offered to guests during their stay while providing location, hours, and thorough descriptions of goods and offering a 5 Star / 5 Diamond standard of service.
• Perform other duties and responsibilities as requested.

Qualifications:

To perform this job successfully, an individual must be able to perform the duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

 

• Excellent analytical, problem solving, administrative, multi-tasking, organization and prioritization skills.
• Excellent customer service and problem solving skills.
• Excellent interpersonal and communication skills (verbal and written), fluent English and articulate.
• Ability to work efficiently, independently and cohesively, consistently producing quality results.
• Computer literate in Microsoft Windows applications required; LMS experience preferred.
• Bachelor’s or related degree preferred.
• Minimum age requirement is 21.
• Must possess basic mathematical skills to include ability to add, subtract, multiply and divide specific to position responsibilities.
• Ability to read and understand all policies and procedures.
• Must be able to communicate effectively with guests, employees, and members of management in English, specific to position duties and responsibilities.
• Must be able to complete standard forms and reports.

 

Disclaimer:  The above information is intended as a high-level overview of the responsibilities and qualifications for the position and does not represent the full job description which will include all responsibilities, skills, duties, requirements, and working conditions associated with the job.  For more information or to see the full job description, contact the Human Resources department at the location in which you are applying.