MAIN DUTIES: 

The Call Center Agent is the first point of contact for our guests and will be responsible for handling all incoming and outgoing calls with professionalism and efficiency.  

GENERAL DUTIES: 

• Greets callers with a friendly and sincere welcome. Uses a positive and clear speaking voice, listen to and understand 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 escalation of 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. 

• Establish and maintain open, positive, collaborative, and professional internal and external relationships.  Develop lasting relationships with guests and to secure repeat business.  Foster and promote a cooperative working environment, maximizing efficiency and delivering the ultimate guest experience. 

• Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; properly store flammable materials.  

• Ensure compliance with hotel policies, procedures, and standards with self and colleagues. 

• Ensure uniform and personal appearance are clean and professional. 

• Maintain confidentiality of proprietary information. 

• Embody the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars. 

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 

• Ability to multitask and remain composed in a fast-paced environment 

• Strong organizational and problem-solving abilities 

• Proficiency with telephone systems and basic computer applications 

• Ability to work independently and collaboratively as part of a team 

• Flexible availability, including evenings, weekends, and holidays as required by business needs 

Due to the nature of the hospitality industry, employees are required to work varying schedules, including holidays, to accommodate the business and demands of the hotel