Call Center Agent/PBX

About the role

Planning a trip should be fun and easy, right? Our Team is fast, friendly and easy to talk to about anything that sets our guests up for success with their trip. They can anticipate our guests’ needs and provide on-the-spot solutions.

Responsibilities

• Greets callers with a friendly and sincere welcome.
• Uses a positive and clear speaking voice, listens to and understands requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
• Answer incoming calls, emails, and online booking inquiries in a timely and professional manner.
• Process reservations accurately using our Property Management System (PMS).
• Provide knowledge on room product, room rates, availability and special offers.
• Upsell rooms and services to maximize revenue opportunities.
• Ensure proper handling of guest issues, overbooking, and potential wait-listed business, and escalate system support issues to the Reservations Manager.
• Ensure that the daily checklist tasks are complete.
• Maintain a thorough knowledge of hotel policies, promotions, and events.
• Handle special requests and assist with group bookings or VIP reservations.
• Ensure all guest information is entered accurately and kept confidential.
• Promptly answers the telephone and web inquiries.
• Inputs messages into the computer and tells other associates of special guest needs.
• Retrieves messages and communicates the content to the guest.
• Attend pre-shift meetings to learn shift details, including property and guest expectations.
• Attend and participate in all required meetings.
• Perform any other reasonable duties as requested by the leadership team.
• Be a clear thinker, analyze and resolve problems, exercise good judgement, resolutions must be thoughtful, and with the guest in mind. Immediate follow-up with a leader is expected.

Qualifications & Skills

• High school diploma or equivalent required.
• Previous experience in a hotel call center, front desk, reservations, or guest services role preferred.
• Strong verbal communication skills with a clear, pleasant, and professional phone manner.
• Excellent listening skills and attention to detail.
• Strong organizational and problem-solving abilities.
• Proficiency with telephone systems and basic computer applications.
• Ability to multitask and remain composed in a fast-paced environment.
• Flexible availability, including evenings, weekends, and holidays as required by business needs.

About Us...

As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in.

Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group. Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law.