Call Center Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage inbound calls, emails, and chats for all properties within the portfolio.

• Schedule, alter, and cancel reservations as needed.

• Transform inquiries into confirmed bookings by showcasing room types, rates, packages, and enhancements.

• Maintain comprehensive knowledge of each property's accommodations, amenities, dining options, events, policies, and brand identity.

• Act as a primary contact for pre-arrival and in-stay inquiries.

• Record guest preferences, dietary restrictions, celebrations, and accessibility requirements.

• Direct requests to the suitable on-property team.

• Address inquiries regarding billing, reservations, and service issues.

• Document cases and escalate them to property leadership when necessary.

• Collaborate with Front Office, Sales, Revenue, Concierge, and Food & Beverage departments.

• Accurately enter and update reservations, guest profiles, and notes in the property management and reservation systems.

• Adhere to payment card and data privacy protocols.

• Achieve service and productivity benchmarks, including call quality, response time, and conversion rates.

• Engage in call reviews and coaching sessions.

• Contribute ideas to enhance the guest experience.

⛳️ Requirements

• Experience in hospitality, reservations, or call center roles, preferably in a luxury or lifestyle hotel setting.

• Sales or upselling experience is desirable.

• Friendly phone demeanor and refined written communication skills.

• Proficient in SynXis VoiceAgent, StayNTouch, and Revinate is highly preferred.

• Proven ability to quickly adapt to new tools is essential.

• Excellent organizational skills and meticulous attention to detail.

• Capability to manage unexpected requests, resolve issues gracefully, and adapt to evolving guest needs.

• Self-driven and able to work independently while maintaining connections with a remote team.

• Ability to stay focused in a remote work setting.

• LQA training or certification is advantageous.

• Familiarity with Forbes Travel Guide service standards is appreciated.

• Must reside in the United States.

• Quiet, distraction-free home office environment.

• Reliable high-speed internet connection.

• Availability to work a flexible schedule, including evenings, weekends, and holidays.

🏝️ Benefits

• Medical, dental, vision, and wellness benefits for eligible full-time team members.

• Company-matched 401(k) with rapid vesting.

• Up to 20 days of paid time off.

• Paid holidays.

• Paid birthday leave.

• Employee rates at select Leading Hotels of the World properties.

• Discounts at Highgate hotels worldwide.

• Referral bonuses and guest recognition programs.

• Career development opportunities across a growing hospitality portfolio.

• Opportunities to learn, lead, and build a career with an ambitious hospitality team.