Omnichannel Guest Services Agent (Evening Shifts)

Wind Creek Hospitality; Atmore (AL); On-site; USD 19,000 - 25,000; Full time

Job summary

Wind Creek Hospitality is seeking a Teleservices Agent to be the first point of contact across calls, chats, emails, and messages for all Wind Creek properties. The role emphasizes a warm greeting, helpful information, and opportunities to book reservations.

The agent will use multiple systems to assist callers, promote property amenities, and ensure guest satisfaction. A strong customer service background and ability to handle fast-paced environments are required.

Qualifications

• High School diploma or GED required or currently enrolled and complete GED within six months
• Must be twenty-one years of age or older
• Ability to articulate thoughts verbally and in writing with good grammar; typing test required (25 WPM)
• Proficiency with Microsoft Word (skills test 70% pass rate)
• Six months of customer service experience preferred
• One year with CMP/Opera or two years with equivalent guest/data tracking tool preferred
• Working knowledge of Opera, OpenTable and Open Course preferred
• Able to utilize digital technology and multiple systems simultaneously
• Strong organizational skills and ability to handle multiple systems timely
• Willing to solve problems and enhance the customer experience
• Willing to work all shifts including nights, weekends, holidays
• Must pass a panel interview and job audition

Responsibilities

• Acts as the voice of Wind Creek answering all forms of communication including phone, SMS, chat, email, and internal transfers
• Delivers a warm, inviting greeting and friendly interaction with guests
• Engages with customers, responds to requests, and engages in dialogue
• Uses multiple systems to resolve inquiries and confirm venue reservations
• Maintains composure in difficult situations and de-escalates when needed
• Stays up-to-date on property information, promotions, rewards, events
• Upsells and cross-sells amenities including hotel, restaurants, entertainment, spa
• Follows Wind Creek Hospitality’s Best Operating Practices in every interaction
• Answers calls within time parameters and completes calls timely
• Other duties as assigned

Skills

Customer service

Typing speed 25 WPM

MS Word

Communication skills

Multi-tasking

Organization

Teamwork

Education

High School diploma or GED

Tools

Opera

OpenTable

OpenCourse

Job description

Wind Creek Hospitality is seeking a Teleservices Agent to be the first point of contact across calls, chats, emails, and messages for all Wind Creek properties. The role emphasizes a warm greeting, helpful information, and opportunities to book reservations.

The agent will use multiple systems to assist callers, promote property amenities, and ensure guest satisfaction. A strong customer service background and ability to handle fast-paced environments are required.