Guest Experience Specialist — VIP Hospitality

Seminole Hard Rock Support Services; Florida; On-site; USD 36,000 - 52,000; Full time

Job summary

Seminole Hard Rock Support Services is seeking a guest-focused agent to handle inbound reservations and inquiries for hotel, dining, events, and VIP services. You will research and resolve guest concerns across multiple channels, ensuring a seamless experience while maintaining a professional image of the Seminole Hard Rock brands.

The role requires strong written and verbal communication, the ability to work independently, and proficient use of MS Office, LMS, ARTS and CMP systems.

Qualifications

• Minimum 1 year of experience in an inbound contact center.
• Proficient in MS Office and Windows; strong computer skills.
• Excellent written and verbal communication across channels.

Responsibilities

• Handle inbound calls and reservations for hotel, dining, events and VIP guests.
• Research guest concerns via calls, emails, surveys and social channels.
• Respond across calls, chat, text and email to resolve issues.
• Escalate complex guest problems and document resolutions.
• Collaborate with Sales and Customer Care to maintain guest satisfaction.

Skills

Telephone etiquette

Business writing

Social media knowledge

Verbal communication

Independent work

Tools

LMS

ARTS

CMP

Windows

MS Office

Job description

Seminole Hard Rock Support Services is seeking a guest-focused agent to handle inbound reservations and inquiries for hotel, dining, events, and VIP services. You will research and resolve guest concerns across multiple channels, ensuring a seamless experience while maintaining a professional image of the Seminole Hard Rock brands.

The role requires strong written and verbal communication, the ability to work independently, and proficient use of MS Office, LMS, ARTS and CMP systems.