Inbound Reservations & Guest Support Specialist

Aramark; Stone Mountain (GA); On-site; USD 40,000 - 60,000; Full time

Job summary

Aramark is seeking an Accommodations Coordinator II to provide top-level support to internal and external customers. You will be the first line of defense for less experienced teammates and may act as interim supervisor during peak seasons.

The role handles overflow multi‑channel inquiries (phone, live chat, email, fax) and collaborates with Sales, IT, Rates & Inventory, and Training to resolve issues while maintaining service excellence.

Qualifications

• A minimum of two years of related experience required.
• A high school diploma or GED equivalent is required.
• Extensive experience using reservation systems.
• Excellent problem solving, complaint resolution and negotiation skills.
• High level of attention to detail.
• Able to respond to customer inquiries carefully and completely.
• Must demonstrate self-motivation and initiative by taking ownership when resolving issues and completing assignments with minimal direction from others.
• Can learn quickly and adapt to change in a fast-paced and driven culture.
• Excellent verbal and written communication skills with the ability to interact in a patient, courteous, clear, and comprehensive manner.
• Outstanding keyboarding/typing and computer skills.
• Demonstrates outstanding habits of dependability and attendance.

Responsibilities

• Provides assistance to less seasoned team members who have general questions or require a supervisor on duty to resolve complex guest issues
• Acts as a product expert on Aramark’s properties, systems, policies and procedures
• Assists Training with classroom facilitation during new hire training as needed.
• Aids in communicating property, system, policy, and procedure updates to sales floor
• Acts as a main POC for property field leaders to ensure the needs of all guests are satisfactorily met; applies sound judgment to provide effective solutions when handling situations of high importance.
• Works collaboratively with Training, IT, Rates & Inventory, and Sales & Marketing to resolve issues.
• Provide feedback and communicate needs that impact sales efficiency and the guest experience
• Handles all off‑phone activity including, but not limited to, Service Recovery, Cancel/Fax paperwork, booking errors, and property voice mails
• Provides overflow multi‑channel support (inbound phone, live chat, e‑mail, and fax) during times of peak contact volume.
• Assists with miscellaneous projects as requested by the leadership team.

Skills

Reservation systems

Problem solving

Attention to detail

Customer inquiries handling

Self-motivation

Adaptability

Verbal & written communication

Keyboarding/typing

Dependability & attendance

Team collaboration

Education

High school diploma or GED

Tools

Reservation systems

Job description

Aramark is seeking an Accommodations Coordinator II to provide top-level support to internal and external customers. You will be the first line of defense for less experienced teammates and may act as interim supervisor during peak seasons.

The role handles overflow multi‑channel inquiries (phone, live chat, email, fax) and collaborates with Sales, IT, Rates & Inventory, and Training to resolve issues while maintaining service excellence.