Guest Contact Center Agent

Pomeroy Lodging; Alberta; On-site; CAD 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company as a Guest Contact Center Agent, where your passion for exceptional guest experiences will shine. In this dynamic role, you'll handle reservations and inquiries, ensuring guests receive outstanding service and tailored accommodations. Your interpersonal skills and attention to detail will help create memorable experiences while achieving sales targets. With a commitment to quality and collaboration, this position offers a chance to thrive in a supportive environment. If you're ready to make a difference in the hospitality industry, this opportunity is perfect for you.

Qualifications

• Experience in sales or guest service, preferably in a call center.
• Strong interpersonal skills to build rapport with diverse guests.

Responsibilities

• Process reservations via calls, email, and online platforms.
• Provide accurate information on room availability and rates.
• Address guest concerns promptly to ensure satisfaction.

Skills

Sales Experience

Guest Service

Interpersonal Skills

Attention to Detail

Job description

We are looking for Guest Contact Center Agent to join our team!

Achieving Excellence
Are you passionate about creating exceptional guest experiences? As a Guest Contact Center Agent, you will play a vital role in delivering outstanding service by handling reservations, responding to inquiries, and sharing your knowledge about our resorts, hotels, and spa services. Your guest-centric approach, attention to detail, and ability to build rapport will ensure guests have memorable experiences while helping you achieve sales targets.

Key Responsibilities

Receive and process reservations for resorts, hotels, and spa services via inbound and outbound calls, email, and online platforms.

Provide accurate information regarding room availability, rates, and spa services.

Assist guests in selecting accommodations and spa treatments tailored to their preferences and needs.

Guest Interaction:

Communicate effectively with guests to understand their requirements and preferences.

Handle inquiries related to room amenities, spa packages, and special requests.

Address guest concerns promptly and provide timely solutions to ensure a high level of satisfaction.

Product Knowledge:

Stay updated with the latest offerings and services to answer guest inquiries confidently and accurately.

Meet or exceed assigned sales targets, contributing to individual and team goals.

Documentation and Reporting:

Accurately record guest information, interactions, and transactions in the system.

Adherence to Policies and Procedures:

Follow company policies, procedures, and PCI compliance standards.

Participate in training sessions to enhance product knowledge and sales skills.

Core Values:

Quality: Commit to excellence and uphold the highest standards in product and service.

Honesty: Act with integrity by fulfilling commitments in the manner promised.

Family: Contribute to a collaborative workplace rooted in trust, respect, and gratitude, celebrating collective success.

Qualifications:

Proven experience in sales or guest service, preferably in a call center environment (asset).

Strong interpersonal skills with the ability to build rapport with diverse guests.

Results-driven mindset with a focus on achieving and exceeding sales targets.

Working Conditions: This position involves:

Day, afternoon, or evening shifts, including weekends and statutory holidays.

Long periods of sitting and phone use throughout the shift.

Working from an office in downtown Calgary

If this sounds like an opportunity that fits you, apply with your resume!

About the company

Pomeroy Lodging is Western Canada’s leader in hospitality and lodging in secondary and tertiary markets with a range of hotels to serve every need.