Guest Reservations and Customer Experience Specialist

Socket.dev; Louisville (KY); On-site; USD 36,000 - 46,000; Full time

Benefits offered by this job

Daily Pay

Telemedicine

Health Insurance

401k

Paid PTO

Holiday Pay

Pet Insurance

EAP

Discounts

Job summary

Schulte Hospitality Group is seeking a dynamic Guest Reservations and Customer Experience Specialist to join our team. The role focuses on processing reservation requests, understanding guest needs, and selling the hotel services with a service-first mindset.

You will work in a fast-paced environment with a strong emphasis on hospitality, teamwork, and guest satisfaction. Training, development opportunities, and a comprehensive benefits package are provided.

Qualifications

• Minimum high school education; post-high school preferred.
• Minimum 1 year in customer service or sales experience.

Responsibilities

• Process all reservation requests via phone, chat, fax, or other channels for all properties.
• Determine callers' needs through active listening and probing questions to sell services.
• Maintain knowledge of each property to effectively sell hotel and services.
• Refer group and corporate leads to the sales department.
• Answer calls with professional selling techniques and personalize each call.
• Recap reservation details and communicate policies clearly.

Skills

Customer service

Communication

Active listening

Sales skills

Problem solving

Education

High School Diploma

Post-secondary education preferred

Tools

Outlook

PMS

CRES

Microsoft Office

Job description

Schulte Hospitality Group is seeking a dynamic, service-oriented Guest Reservations and Customer Experience Specialist to join our team!

Schulte Hospitality Group is an organization whose success is rooted in its service culture.

Our mission is to exude hospitality, be respectful and authentic, prioritize the needs of our internal and external stakeholders above our own, and continuously strive to make a positive impact in all we do.

We are passionate hoteliers eager to add like-minded people to our rapidly growing team!

What's in it for you?

When you join Schulte Hospitality Group, you'll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people!

Schulte Hospitality Group provides a rewarding, fun and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company and a robust benefit package including, but not limited to:

• Work Today, Get Paid today, with Daily Pay!
• Free Telemedicine and Virtual Mental Health care access for All Associates starting day one!
• Multiple Health Insurance and Life Insurance options
• 401k Plan + Company Match
• Paid Parental Leave
• Paid Time Off
• Holiday Pay
• Pet Insurance
• Employee Assistance Program
• Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + more!

Our Company:

Schulte Hospitality Group is a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants.

JOB DUTIES AND RESPONSIBILITIES

• Process all reservation requests, including changes and cancellations by phone, chat messaging, fax, or other channels for all properties.
• Determine callers' needs through active listening and using probing questions to satisfy and sell to those needs.
• Maintains a complete knowledge of each property in order to effectively sell the hotel and its services.
• Maintain ongoing knowledge of various brand programs and initiatives.
• Must be able to speak to the brand and answer general brand questions.
• Must have the ability to handle guest service issues with proper resolution.
• Refer group and corporate leads to the sales department.
• Maintain and update group blocks.
• Answer all phone calls using proper selling techniques and maintaining the utmost in professionalism while personalizing each call.
• Utilize the sales training plan to upgrade selling skills.
• Recap all reservation information and ensure that all reservation policies are communicated effectively with each reservation/call
• Communicate to hotels in a timely manner all special requests and urgent matters.
• Studies and keeps knowledgeable of all properties and their amenities.

EDUCATION AND EXPERIENCE

• Minimum of High School education, post-high school education preferred
• Minimum of 1 year in customer service role or sales experience preferred

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to multi-task, prioritize and work in a fast-paced environment
• Must be able to quickly learn and adapt to new systems
• Ability to manage time well, meet imposed deadlines and be flexible
• Comprehensive knowledge of technical and managerial applications of Outlook, PMS, CRES, Microsoft Office, and all other appropriate PC applications. **
• Operational knowledge of all corporate support/functions
• Must be able to clearly communicate ideas and information using both verbal and written channels
• Analytical approach to problem solving
• Ability to manage time well and be flexible

*The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company's Paid Time Off policy. This position is tipped eligible. Specific compensation and benefit details will be discussed during the interview process.

*Schulte Hospitality Group is an Equal Opportunity Employer.