Call Center Agent

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

📋 Description

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

• Schedule, adjust, and cancel reservations as needed.

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

• 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 requests from guests.

• Record guest preferences, dietary restrictions, special celebrations, and accessibility needs.

• Forward requests to the appropriate on-site teams.

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

• Document cases and escalate issues to property leadership as necessary.

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

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

• Adhere to payment card and data privacy protocols.

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

• Participate in call assessments and coaching sessions.

• Contribute ideas to enhance the guest experience.

⛳️ Requirements

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

• Preferred background in sales or upselling.

• Warm phone demeanor and strong written communication skills.

• Proficiency in SynXis VoiceAgent, StayNTouch, and Revinate is highly desirable.

• Proven ability to quickly learn new tools as required.

• Excellent organizational skills and attention to detail.

• Capable of managing unexpected requests, resolving issues calmly, and adapting to evolving guest needs.

• Self-driven with the ability to work independently while maintaining connections with a distributed team.

• Ability to stay focused in a remote work environment.

• LQA training or certification is a plus.

• Familiarity with Forbes Travel Guide service standards is considered an asset.

• Must reside in the United States.

• A quiet, distraction-free home office is required.

• Reliable high-speed internet connection.

• Flexibility to work evenings, weekends, and holidays as needed.

🏝️ Benefits

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

• Company-matched 401(k) plan with quick 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 available at Highgate hotels globally.

• Incentives for referrals and recognition programs for guests.

• Opportunities for career development within a growing hospitality portfolio.

• Chances to learn, lead, and advance a career alongside an ambitious hospitality team.