Call Center Agent

Position Summary The Call Center Agent is responsible for providing professional and efficient telephone and reservation services to hotel guests and callers.

This position manages incoming calls, hotel reservations, cancellations, guest requests, inquiries, confirmations, and related reservation activities while maintaining accurate information in hotel systems.

The Call Center Agent also provides front desk support as needed, including guest check-in and check-out, registration, payment processing, and other Front Office functions.

The position works closely with Front Office and Hotel Leadership to coordinate guest needs and support a seamless guest experience.

Essential Duties and Responsibilities 1.

Ensure compliance with applicable laws, regulations, and Hospitality policies and procedures.

2.

Provide professional, courteous, and efficient service to guests and callers by actively listening to requests and responding appropriately.

3.

Answer incoming telephone calls using established telephone etiquette and a friendly, professional demeanor.

4.

Operate the PBX system, including answering, dispatching, transferring, and directing calls to the appropriate department or team member.

5.

Accurately create, modify, and cancel hotel reservations using applicable hotel and reservation management systems.

6.

Process individual and group reservations, including room blocks, group rooming lists, changes, cancellations, and related reservation requests.

7.

Respond to guest inquiries regarding hotel rates, availability, amenities, facilities, services, promotions, events, and local attractions.

8.

Maintain current knowledge of hotel promotions, packages, special offers, services, and events in order to accurately communicate information to guests and support room revenue opportunities.

9.

Identify appropriate opportunities to upsell room types and promote additional hotel services and amenities.

10.

Process and follow up on special guest requests, ensuring information is accurately communicated to the appropriate departments and documented when necessary.

11.

Monitor and respond to voicemails and emails in a timely and professional manner.

12.

Prepare and distribute reservation confirmations, invoices, and other guest documentation as requested.

13.

Review daily arrivals for duplicate reservations, booking discrepancies, package elements, and other reservation-related issues and communicate concerns to Front Office Leadership.

14.

Monitor and reconcile hotel credit card authorizations and other assigned reservation-related transactions in accordance with established procedures.

15.

Monitor third-party internet reservation activity and assist with balancing and resolving discrepancies in coordination with Hotel Leadership.

16.

Maintain accurate reports and communicate relevant reservation, arrival, guest request, and service information to the Front Office and Hotel Leadership teams.

17.

Respond to guest complaints and concerns professionally and tact...