Call Center Agent (Remote)

BARDO Hotels

3d • Remote

About The Position

LEFT LANE Hospitality is seeking a warm, polished, and knowledgeable Call Center Agent to join its centralized Guest Services team, supporting Hotel Bardo Savannah, Recess Hotel & Club, and other properties as the portfolio grows. This remote, U.S.-based role is often the first point of contact for guests and represents each brand across phone, email, and chat. The agent helps turn inquiries into bookings or solutions while providing a consistent, memorable guest experience across multiple properties.

Requirements

• Hospitality, reservations, or call center experience; luxury or lifestyle hotel experience is ideal.
• Strong communication and interpersonal skills, including a warm phone presence and polished written communication.
• Ability to learn new tools quickly; prior experience with SynXis VoiceAgent, StayNTouch, or Revinate is strongly preferred.
• Strong organizational skills and attention to detail when managing high volumes of inquiries across multiple properties.
• Ability to handle unexpected requests, resolve issues with poise, and adapt to changing guest needs.
• Self-motivation and ability to work independently, stay connected with a distributed team, and remain focused in a remote environment.
• Must be based in the United States.
• A quiet, distraction-free home workspace and reliable high-speed internet.
• Availability to work a flexible schedule that includes evenings, weekends, and holidays.

Nice To Haves

• Sales or upselling experience.
• LQA training or certification.
• Familiarity with Forbes Travel Guide service standards.
• Prior experience with SynXis VoiceAgent, StayNTouch, or Revinate.

Responsibilities

• Handle inbound calls, emails, and chats for properties across the portfolio.
• Book, modify, and cancel reservations, and convert inquiries into confirmed stays by presenting room types, rates, packages, and upgrades.
• Maintain detailed knowledge of each property's rooms, amenities, dining, events, policies, and brand voice, representing each property accurately.
• Respond to pre-arrival and in-stay requests; capture guest preferences, dietary requirements, celebrations, and accessibility needs during reservation calls; and route requests to the appropriate property team.
• Address billing questions, reservation concerns, and service complaints; document cases and escalate to property leadership when appropriate.
• Partner with Front Office, Sales, Revenue, Concierge, and Food & Beverage teams at each property to support smooth hand-offs and a consistent guest experience.
• Accurately enter and update reservations, guest profiles, and notes in property management and reservation systems, following payment card and data privacy procedures.
• Meet service and productivity standards, including call quality, response time, and conversion; participate in call reviews and coaching; and share ideas to improve the guest experience.

Benefits

• Medical, dental, vision, and wellness benefits for eligible full-time team members.
• Company-matched 401(k) with fast vesting.
• Up to 20 days of paid time off, paid holidays, and a paid birthday.
• Employee rates at select Leading Hotels of the World properties.
• Discounts at Highgate hotels worldwide.
• Referral incentives and guest recognition programs.
• Career development opportunities across a growing hospitality portfolio.
• Opportunities to learn, lead, and build a career alongside the hospitality team.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed