Guest Contact Center Agent

6 days ago

Pomeroy Lodging Calgary Calgary Alberta, Canada Pomeroy Lodging LP Full time $50,000 - $65,000 per year


We are looking for Guest Contact Center Agent to join our team

Achieving Excellence
Are you passionate about creating exceptional guest experiences? As a Guest Contact Center Agent, you will play a vital role in delivering outstanding service by handling reservations, responding to inquiries, and sharing your knowledge about our resorts, hotels, and spa services. Your guest-centric approach, attention to detail, and ability to build rapport will ensure guests have memorable experiences while helping you achieve sales targets.

Key Responsibilities

Reservation Handling:

  • Receive and process reservations for resorts, hotels, and spa services via inbound and outbound calls, email, and online platforms.

  • Provide accurate information regarding room availability, rates, and spa services.

  • Assist guests in selecting accommodations and spa treatments tailored to their preferences and needs.

Guest Interaction:

  • Communicate effectively with guests to understand their requirements and preferences.

  • Handle inquiries related to room amenities, spa packages, and special requests.

  • Address guest concerns promptly and provide timely solutions to ensure a high level of satisfaction.

Product Knowledge:

  • Stay updated with the latest offerings and services to answer guest inquiries confidently and accurately.

Sales Targets:

  • Meet or exceed assigned sales targets, contributing to individual and team goals.

Documentation and Reporting:

  • Accurately record guest information, interactions, and transactions in the system.

Adherence to Policies and Procedures:

  • Follow company policies, procedures, and PCI compliance standards.

  • Participate in training sessions to enhance product knowledge and sales skills.

Core Values:

  • Quality: Commit to excellence and uphold the highest standards in product and service.

  • Honesty: Act with integrity by fulfilling commitments in the manner promised.

  • Family: Contribute to a collaborative workplace rooted in trust, respect, and gratitude, celebrating collective success.

Qualifications:

  • Proven experience in sales or guest service, preferably in a call center environment (asset).

  • Strong interpersonal skills with the ability to build rapport with diverse guests.

  • Results-driven mindset with a focus on achieving and exceeding sales targets.

Working Conditions: This position involves:

  • Day, afternoon, or evening shifts, including weekends and statutory holidays.

  • Long periods of sitting and phone use throughout the shift.

  • Working from an office in downtown Calgary

If this sounds like an opportunity that fits you, apply with your resume 


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