Guest Reservations and Customer Experience Specialist

Job Duties And Responsibilities

• Process all reservation requests, including changes and cancellations by phone, chat messaging, fax, or other channels for all properties.
• Determine callers' needs through active listening and using probing questions to satisfy and sell to those needs.
• Maintains a complete knowledge of each property in order to effectively sell the hotel and its services.
• Maintain ongoing knowledge of various brand programs and initiatives.
• Must be able to speak to the brand and answer general brand questions.
• Must have the ability to handle guest service issues with proper resolution.
• Refer group and corporate leads to the sales department.
• Maintain and update group blocks.
• Answer all phone calls using proper selling techniques and maintaining the utmost in professionalism while personalizing each call.
• Utilize the sales training plan to upgrade selling skills.
• Recap all reservation information and ensure that all reservation policies are communicated effectively with each reservation/call.
• Communicate to hotels in a timely manner all special requests and urgent matters.
• Studies and keeps knowledgeable of all properties and their amenities.

Education And Experience

• Minimum of High School education, post-high school education preferred
• Minimum of 1 year in customer service role or sales experience preferred

Knowledge, Skills And Abilities

• Ability to multi-task, prioritize and work in a fast-paced environment
• Must be able to quickly learn and adapt to new systems
• Must be able to manage time well, meet imposed deadlines and be flexible
• Comprehensive knowledge of technical and managerial applications of Outlook, PMS, CRES, Microsoft Office, and all other appropriate PC applications.
• Operational knowledge of all corporate support/functions
• Ability to clearly communicate ideas and information using both verbal and written channels
• Analytical approach to problem solving
• Ability to manage time well and be flexible

Benefits

• Paid Time Off (PTO)
• Free Telemedicine and Virtual Mental Health care access for All Associates starting day one!
• Multiple Health Insurance and Life Insurance options
• 401k Plan + Company Match
• Paid Parental Leave
• Paid Time Off
• Holiday Pay
• Pet Insurance
• Employee Assistance Program

Company Information

• Schulte Hospitality Group is a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry.
• We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries.
• Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants.