VIP Reservations Specialist

Hard Rock International; Hollywood, Florida, United States, Northern America, Americas; Hybrid; USD 32,000 - 42,000; Full time

Job summary

Seminole Hard Rock Call Center is seeking a Customer Care Specialist to advance from a Customer Care Representative role, handling group and VIP reservations along with inbound calls. You will research guest concerns and coordinate with hotel and sales teams to ensure accurate bookings.

The role requires one year of inbound contact center experience, strong written communication, and multi-channel service. Knowledge of property management and reservations systems is a plus; we emphasize guest

Qualifications

• One year or more of experience in an inbound contact center.
• Strong business writing and professional telecommunication skills.
• Experience handling guest calls across multiple channels (phone, email, chat).
• Knowledge of property management, reservations, and player tracking systems is a plus.

Responsibilities

• Answer inbound calls in a skills-based environment for reservations and guest requests.
• Research and resolve guest concerns across calls, emails, and other channels.
• Assist with group and VIP reservations and coordinate with hotel sales as needed.
• Escalate complex issues and document resolutions for guest satisfaction.

Skills

Inbound calls

Telephone etiquette

Business writing

Multichannel communication

Social media knowledge

Tools

LMS

ARTS

CMP

MS Office

Windows

Job description

Seminole Hard Rock Call Center is seeking a Customer Care Specialist to advance from a Customer Care Representative role, handling group and VIP reservations along with inbound calls. You will research guest concerns and coordinate with hotel and sales teams to ensure accurate bookings.

The role requires one year of inbound contact center experience, strong written communication, and multi-channel service. Knowledge of property management and reservations systems is a plus; we emphasize guest