Omni-Channel Guest Services Agent

Wind Creek Hospitality; Atmore (AL); Sur place; USD 27 000 - 36 000; Plein temps

Résumé du poste

Wind Creek Hospitality is seeking a Teleservices Agent to serve as the first point of contact across multiple communication channels, including calls, SMS, chats, and emails for all Wind Creek properties.

You will use several systems to provide information, identify opportunities to sell, and book reservations while promoting property amenities. The role requires a warm, engaging tone and the ability to maintain satisfaction throughout calls.

Qualifications

• High School diploma or GED required or currently enrolled and complete within six months.
• Must be twenty-one (21) years of age or older.
• Typing test 25 WPM pass rate is required.
• Proficiency with Microsoft Word; a skills test will pass at 70%.
• Bilingual Spanish and English required.
• One year CMP/Opera experience or two years with equivalent guest/data tracking tool preferred.
• Working knowledge of Opera/OpenTable/Open Course preferred.

Responsabilités

• Acts as the voice of Wind Creek answering all forms of communication including calls, SMS, chats, emails, and internal transfers.
• Provides a warm greeting using inviting voice tone.
• Engages with customers and responds to their requests.
• Uses multiple systems to resolve guest inquiries and confirm reservations at Wind Creek properties.
• Maintains composure in difficult situations and de-escalates when needed.
• Keeps up-to-date on property information to answer questions about promotions, rewards, events, and general info.
• Up-sells and cross-sells hotel, restaurants, experiences, spa, and other amenities.
• Adheres to Wind Creek Hospitality’s Best Operating Practices in every interaction.
• Answers calls within set time frames and completes calls timely.
• Performs other duties as assigned.

Connaissances

Bilingual Spanish/English

Customer service experience

Strong communication skills

Multi-tasking

Fast-paced environment

Formation

High School diploma or GED

Outils

Microsoft Word

Description du poste

Wind Creek Hospitality is seeking a Teleservices Agent to serve as the first point of contact across multiple communication channels, including calls, SMS, chats, and emails for all Wind Creek properties.

You will use several systems to provide information, identify opportunities to sell, and book reservations while promoting property amenities. The role requires a warm, engaging tone and the ability to maintain satisfaction throughout calls.