Guest Services Agent- Shared Services Call Center

FitzGerald Financial Group - Division of TowneBank Mortgage•Miramar Beach, FL

43d•Onsite

About The Position

This role is for a Guest Services Agent within a Shared Services Call Center. The primary function is to handle inbound communications from guests, provide accurate information, manage reservations, and resolve issues to ensure a positive guest experience. The agent will represent various brands, maintain knowledge of their offerings, and collaborate with internal teams to facilitate seamless service delivery. The position also involves administrative tasks and adherence to company policies and relevant regulations.

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

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.