Call Center Agent

About the role

As a Guest Services Call Center Agent, you will assist and process all guest-communicated needs with the goal of exceeding guest expectations. This position requires a high level of professional and personalized guest service that embodies the Company’s brand standards and core values: Kindness, Engagement, Empathy, and Positivity (K.E.E.P.).

Responsibilities

• Answer inbound calls and process or dispatch requests (e.g., Maintenance, Front Desk, Housekeeping, Bell Desk, Valet calls from guests or employees).
• Respond to guest or employee requests received via digital channels, including emails, text messages, and instant messages.
• Conduct outbound calls to ensure guest satisfaction for requests handled by Front Desk, Housekeeping, Bell Desk, or Valet.
• Monitor all dispatch systems to ensure pending requests are assigned to active/on-duty staff.
• Resolve guest complaints to the best of your ability.
• Assist with Front Desk functions as needed, such as checking guests in or out, lobby greeting, printing boarding passes, and completing system tasks.
• Support Room Reservations functions, including assisting with guest call volume, entering third-party reservations, modifying or canceling reservations, processing date changes, creating guest key packets, and assisting with reservations report processing.
• Understand and convey property information to guests verbally over the phone, explaining goods and services offered during their stay, including location, hours, and detailed descriptions, while delivering a 5-Star/5-Diamond standard of service.
• Perform other duties and responsibilities as requested.

Requirements

• Excellent analytical, problem-solving, administrative, multitasking, organization, and prioritization skills.
• Strong customer service and problem-solving abilities.
• Excellent interpersonal and communication skills (verbal and written), with fluency in English and articulate speech.
• Ability to work efficiently, independently, and cohesively while consistently producing quality results.
• Computer literacy in Microsoft Windows applications; LMS experience preferred.
• Bachelor’s or related degree preferred.
• Minimum age requirement: 21.
• Basic mathematical skills, including addition, subtraction, multiplication, and division, as required for position responsibilities.
• Ability to read and understand all policies and procedures.
• Must be able to communicate effectively with guests, employees, and management in English, specific to position duties.
• Ability to complete standard forms and reports.