What are the responsibilities and job description for the Remote Reservation Coordinator position at Proper Hospitality?
Proper Hospitality is seeking a dynamic, service-oriented Remote Reservation Coordinator to join our team! We're made up of a diverse group of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple : There is a right way to do things, and anything less just isn't proper. We are seeking out the "best of the best" from inside and outside of the industry to work alongside us as we grow a new kind of lifestyle hospitality.
About our Contact Center
Our Contact Center supports an array of luxury hotels across the United States. We are a close-knit team of hospitality-driven professionals who serve as the first point of contact in creating exceptional guest experiences. Each team member embodies the unique character of our properties and upholds our high standards of service, setting us apart in the luxury market.
Key Responsibilities
- Willingness to take the most effective role.
- Handle new reservations, modifications, and cancellations across phone, email, and messaging channels, ensuring seamless service for all properties.
- Use appropriate selling techniques to enhance each interaction, providing professional, tailored service to each guest.
- Identify and promote room upgrades, packages, and special offers to elevate guest experiences and optimize revenue.
- Curate each interaction with active listening and a personal touch, aligning with the guest's needs and preferences.
- Relay special requests and urgent matters to hotel teams promptly to ensure guest satisfaction.
- Address guest concerns with patience and expertise, employing de-escalation techniques and established protocols.
- Stay informed about all properties, amenities, and services to provide accurate, engaging information and upsell opportunities.
- Follow all contact center, hotel, and corporate protocols related to reservations, guest interactions, data management, and quality.
- Meet and maintain key performance metrics, including booking accuracy, quality assurance, revenue goals, handle time, occupancy, customer satisfaction, and attendance.
Education and Experience
Knowledge, Skills, and Abilities
What's in it for you? When you joinProper , you'll be part of a team committed to an inclusive, employee-focused workplace invested in your development. We want you to feel engaged, empowered, and excited to grow with us. Proper provides a rewarding, fun and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company and a comprehensive benefits package.
This job description is only intended to provide a general description of the position's responsibilities which may change over time. Specific compensation and benefit details will be discussed during the interview process.
Company Overview
Proper was created to be a home base for today's creative nomads and modern globetrotters. Our one-of-a-kind-hotels in creative hubs across the country offer a looser kind of luxury, with the top-notch service and world-class amenities you've come to expect, minus the pretension. Anything less wouldn't be Proper.
We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender, gender identity or expression, genetics, or any other federal / state protected category.
Proper Hospitality will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.
