Call Center Attendant

Sandpiper Property Mgt•Frederick, MD

41d•$18 - $19•Onsite

About The Position

This is a dynamic, high-stakes overnight position where you will receive and coordinate call activity from multiple hotels across the nation. You are key to determining appropriate actionable steps for guests while their hotel front desks are closed, ensuring all communication is seamless and documented, demonstrating your commitment to our value to "Do the Right Thing."

Requirements

Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
Good communication skills, both verbal and written.
Exceptional multi-tasking abilities.
Sharp decision-making skills.
Ability to thrive in an independent, mission-critical overnight role.
Attendance is a key performance indicator essential to success.

Responsibilities

Receive and coordinate all forwarded overnight guest calls.
Qualify the needs of incoming calls and determine appropriate actionable steps.
Route urgent calls (lockouts, check-ins, or emergency situations) directly back to the respective hotel's On Call Attendant's (OCA) mobile number.
For all other inquiries, advise the guest of how and when to receive help or answer questions as able.
Maintain a daily log of all guests’ call(s) with actionable steps.
Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
Advise guests of other services available and make decisions regarding additional communication that may be necessary.
Contact regional and senior leadership for any situation that requires it.
Ensure all calls transferred back to the OCAs are properly handled by the OCA and keep a record of such confirmation.
Proactively work with the team, openly sharing new ideas and keeping others apprised to avoid surprises and disappointed clients.
Keep and submit meticulous records of call activity.
Manage and accurately report time and expenses.
Ensure all policies and procedures are followed at all times.
Fully comply with Sandpiper Hospitality/Woodspring Suites rules and regulations for the safe and effective operation of the hotel’s facilities.