Call Center - Centennial Plaza

• 
  Guest Assistance:
  • Handle incoming phone calls, emails, and inquiries from prospective and current guests regarding room availability, rates, hotel amenities, and services.
  • Provide detailed information on hotel policies, events, promotions, and local attractions.
  • Assist guests with special requests, such as room preferences, accommodations, or transportation needs.
• Reservations Management:
  • Take and process reservations accurately using the hotel's reservation system.
  • Update and maintain reservation details, including cancellations, modifications, and special requests.
  • Verify guest information and ensure bookings are confirmed correctly.
• Problem Resolution:
  • Address guest concerns, complaints, or special requests promptly and professionally, offering solutions within company policies.
  • Follow up to ensure guest satisfaction and resolve any issues.
• Collaboration:
  • Communicate with front desk, housekeeping, and other hotel departments to ensure smooth operations and guest satisfaction.
  • Report any maintenance issues, guest feedback, or safety concerns to appropriate departments.
• Sales and Upselling:
  • Promote hotel services, including dining options, spa treatments, and upgrades, in a manner that enhances the guest experience.
  • Offer information about packages, discounts, and other promotional opportunities to guests.
• Record Keeping:
  • Accurately enter guest information and maintain accurate logs of calls and transactions.
  • Ensure that guest records and reservation systems are up-to-date and error-free.

• 
  Education: High School Diploma or equivalent (preferred); Associate’s or Bachelor's degree (preferred).
• Experience:
  • Previous experience in a customer service or call center environment is preferred, ideally in the hospitality industry.
  • Familiarity with hotel booking systems or reservation software is a plus.
• Skills:
  • Strong verbal communication skills, with a clear, friendly, and professional phone manner.
  • Ability to multitask and prioritize in a fast-paced environment.
  • Problem-solving skills with a focus on guest satisfaction.
  • Attention to detail and accuracy in handling reservations and guest information.
  • Ability to work flexible hours, including nights, weekends, and holidays.
• Languages: English fluency required; additional language proficiency (Spanish, French, etc.) is a plus.

Physical Requirements:

• Ability to sit for long periods while answering calls and interacting with the reservation system.
• Able to work in an office environment with occasional interruptions from phone calls.

Benefits:

• Competitive hourly wage or salary.
• Health, dental, and vision benefits (for full-time employees).
• Employee discounts on hotel stays, dining, and amenities.
• Paid time off (PTO – for full-time employees).