Hotel/Spa Phone Support Agent

Hotel/Spa/Wellness Phone Support Agent
Cascada Thermal Spring and Hotel, Portland, Oregon (On-Site)
Full-Time or Part-Time/AM/PM Shift Availability

Reports to: Director of Front Office/Assistant Front Office Manager/Wellness Manager

About Us: Cascada Thermal Spring and Hotel is a serene haven committed to sustainability. Our LEED Platinum-certified complex combines luxurious accommodations with state-of-the-art hydrothermal spa facilities, providing guests with a holistic wellness experience in Portland’s Alberta Arts District.

Job Overview: Join our team at Cascada Thermal Spring and Hotel, where we pride ourselves on delivering a relaxing and luxurious environment for our guests. We are seeking a dedicated and professional Phone Support Agent to provide exceptional service to prospective guests by managing phone reservations and inquiries for the entire property. Your role will ensure smooth communication and contribute to outstanding guest experience, all while upholding our commitment to sustainability and excellence.

Job Description: As a Phone Support Agent, you will be the first point of contact for guests booking their stays over the phone whether they will be visiting the hotel or spa. You will manage incoming reservation calls, assist guests with booking inquiries, provide information about our services, and ensure a seamless process in securing reservations.

Key Responsibilities:

• Answer incoming calls and electronic support tickets promptly and professionally, assisting guests with their reservations.
• Provide detailed information about room availability, rates, and hotel amenities.
• Process and confirm/modify/cancel reservations, ensuring accuracy in guest details and booking information.
• Handle special requests and ensure the correct information is communicated to relevant departments.
• Assist with changes to existing reservations and resolve booking issues in a friendly and efficient manner for both members and the general public.
• Maintain accurate and up-to-date reservation records in our system.
• Collaborate with the Front Office/Wellness team to ensure a smooth guest arrival and journey.
• Provide guests with information on special offers, packages, and hotel events.
• Offer a high level of customer service while maintaining the hotel’s standards of excellence and sustainability.
• Other tasks as requested including writing letters, stuffing envelopes etc.
• Any other duties as assigned.

Requirements:

• High school diploma or equivalent.
• Previous experience in reservations or customer service/call center, preferably in the hospitality industry.
• Strong communication skills and friendly, professional phone manner.
• Attention to detail and excellent organizational abilities.
• Ability to work independently while contributing to a collaborative team environment.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• Comfortable using reservation systems and technology.
• Ability to manage multiple tasks at once in a fast-paced environment.

Benefits:

• Competitive wages
• Robust PTO and benefit offerings.
• Equal Opportunity Employer: Cascada Thermal Springs and Hotel is an equal opportunity employer dedicated to fostering an inclusive workplace environment. We celebrate diversity and do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status.

Join us at Cascada Thermal Springs and Hotel and help create memorable experiences for our guests by offering exceptional communications and services. We look forward to welcoming you to our team!