Guest Services Agent- Shared Services Call Center
About The Position
The Guest Services Agent will be responsible for handling inbound calls, emails, web chats, and guest messages in a professional manner, adhering to established call flows and brand standards. This role involves providing accurate and courteous responses to guest inquiries about reservations, property details, amenities, pricing, and local attractions. The agent will also assist guests with existing reservations, including modifications and cancellations, and accurately take and input reservations using company software, ensuring all booking information and payment details are complete and meet company standards. A key aspect of the role is to develop and maintain in-depth knowledge of all brands, including property locations, amenities, services, pricing, and unique selling points, representing each brand consistently and professionally across all guest interactions. The agent will manage guest issues during their stay, escalating to appropriate departments when necessary, and communicate effectively with housekeeping, maintenance, and other internal teams regarding schedules, changes, and guest needs. Reporting guest issues accurately in Breezeway or other designated systems and performing outbound calls for follow-ups, reminders, and guest service initiatives are also essential. The role requires adherence to all company policies, procedures, and service standards, as well as completing general administrative tasks such as data entry, research, and maintaining accurate records. Promptly checking and responding to voicemails, emails, and other correspondence, and maintaining positive working relationships with guests, vendors, and colleagues are crucial. The position also requires adherence to applicable federal laws, rules, and regulations, including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).
Requirements
- Strong computer skills required, including ability to use email and booking software
- Excellent communication and organizational skills
- Excellent guest and customer service skills
- Ability to handle a fast-paced environment while maintaining professionalism
- Willingness to work weekends and holidays
- Familiarity with properties, amenities, owners, and company policies
- Ability to abide by company policies, procedures, and guidelines
- Ability to lift 10 pounds and exert 10+ pounds of force, use your arms and legs, and sit most of the time
- Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation
Nice To Haves
- Hospitality, customer service, or reservationist experience encouraged but not required
- Previous experience in hospitality and/or property management
- Previous experience in reservations or guest services
Responsibilities
- Answer inbound calls, emails, web chats, and guest messages in a professional manner, following established call flows and brand standards
- Provide accurate and courteous responses to guest inquiries regarding reservations, property details, amenities, pricing, and local attractions
- Assist guests with existing reservations, including modifications, cancellations, and special requests
- Take and input reservations accurately using company software
- Ensure all booking information, payment details, and related documentation are complete and meet company standards
- Develop and maintain knowledge of all brands, including property locations, amenities, services, pricing, and unique selling points
- Represent each brand consistently and professionally across all guest interactions
- Navigate and manage guest issues during their stay, escalating to appropriate departments when necessary
- Communicate effectively with housekeeping, maintenance, and other internal teams regarding schedules, changes, and guest needs
- Report guest issues accurately in Breezeway or other designated systems
- Perform outbound calls for follow-ups, reminders, and guest service initiatives
- Follow all company policies, procedures, and service standards
- Complete general administrative tasks, including data entry, research, and maintaining accurate records
- Check and respond to voicemails, emails, and other correspondence promptly
- Communicate effectively with team members and other departments to ensure seamless service delivery
- Maintain positive working relationships with guests, vendors, and colleagues
- Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA)
- Other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
