Manage the Reservation Lifecycle: Seamlessly handle incoming booking requests, modifications, cancellations, and special room blocks via the Property Management System (PMS), phone, and email.
Deliver Digital Concierge Services: Act as a local guide from afar—proactively offering recommendations for local dining, historic tours, transport, and hidden gems to enrich the guest's itinerary.
Resolve Guest Inquiries & Issues: Serve as the first line of defense for guest questions, billing discrepancies, or booking complications, utilizing creative problem-solving to ensure a high-satisfaction resolution.
Coordinate with On-Site Teams: Maintain real-time communication with the on-site front desk, housekeeping, and maintenance teams via digital channels (Slack/Teams) to ensure special guest requests, early check-ins, or VIP amenities are flawlessly executed.
Process Secure Payments: Handle sensitive credit card data, authorize deposits, process refunds, and send accurate electronic folios/invoices in strict compliance with security standards.
Gather Guest Feedback: Proactively follow up with recent guests to ensure their stay met expectations, address any lingering concerns, and gently encourage positive reviews on travel platforms.
Maintain Data Accuracy: Log all guest interactions, special preferences (e.g., room location, allergies, celebratory occasions), and profile details accurately within the CRM to ensure a personalized experience for returning visitors.
At Dunns Josephine Hotel, we don’t just book rooms; we curate experiences rooted in heritage, comfort, and exceptional hospitality. We believe that a guest's journey begins long before they step through our doors, and our Remote Customer Service Representatives are the digital heartbeat of that experience.
If you are a natural storyteller, a seamless problem-solver, and someone who can project warmth and hospitality through a screen or over the phone, we want you on our team. Join us in delivering boutique, high-touch hospitality from the comfort of your own home.
Located in the vibrant heart of Miami’s Historic Overtown, Dunns Josephine Hotel is far more than just a boutique hotel—it is a living piece of cultural history where heritage, comfort, and exceptional hospitality meet. Originally built in 1938 during a prosperous era for the Black community, our historic property once served as a welcoming haven for legendary icons like Josephine Baker, Muhammad Ali, Malcolm X, and Dr. Martin Luther King, Jr.