Guest Contact Center Agent

Pomeroy Lodging; Calgary; On-site; CAD 40,000 - 50,000; Full time

Job summary

A hospitality company in Calgary is seeking a Guest Contact Center Agent to enhance guest experiences through reservations and inquiries. The ideal candidate will have strong interpersonal skills, a results-driven mindset, and experience in guest service. This role involves working shifts, including weekends, in an office environment. Competitive remuneration and training opportunities are offered.

Qualifications

• Proven experience in sales or guest service, preferably in a call center environment.
• Ability to communicate effectively with guests.
• Strong knowledge of product offerings.

Responsibilities

• Handle reservations and inquiries for resorts, hotels, and spa services.
• Meet or exceed assigned sales targets.
• Accurately record guest interactions and transactions.

Skills

Strong interpersonal skills

Results-driven mindset

Ability to build rapport

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

Reservation Handling

• 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.

Sales Targets

• 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

• 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!