About the Role
As a key member of the team, you will be responsible for handling guest calls, requests, and concerns with professionalism and attention to detail. Your primary goal is to maximize revenue through effective sales techniques while ensuring guest loyalty to the brand. This requires processing reservations, changes, and cancellations for guests, as well as promoting awareness of the brand image. You will also assist in training and motivating employees, creating a positive work environment that aligns with company standards.
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Responsibilities
- Contact appropriate individuals or departments (e.g., Sales, Data Administration, Accounting) to resolve guest inquiries and problems.
- Utilize sales techniques for up-selling and maximizing revenue.
- Determine and provide complimentary items and rewards to guests for their loyalty.
- Process requests for redeeming rewards points.
- Handle all reservation requests, changes, and cancellations via phone, fax, or mail.
- Enter rewards information into the appropriate software during guest reservations.
- Address and record all guest calls, requests, questions, or concerns.
- Perform general office duties to support Sales & Marketing (e.g., filing, sending emails, typing, faxing).
- Assist management in training and motivating employees; serve as a role model.
- Maintain and enforce compliance with company policies and procedures while ensuring professionalism in personal appearance.
- Welcome and acknowledge all guests in accordance with company standards; anticipate and address service needs, thanking guests sincerely.
- Communicate clearly and professionally with guests and colleagues; prepare and review written documents accurately.
- Develop and maintain positive working relationships to support team goals; listen and respond to employees' concerns.
- Monitor performance to ensure adherence to quality expectations and standards.
- Read and verify information in various formats.
- Move, lift, carry, and place objects weighing less than or equal to 10 pounds without assistance.
- Perform other reasonable job duties as requested by supervisors.
Preferred Qualifications
- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: At least 2 years of related work experience.
- Supervisory Experience: None required.
- License or Certification: None required.
Benefits
- Opportunity to be a part of an inclusive and diverse team.
- Access to opportunities for personal and professional growth within a global organization.
- Competitive salary and benefits package related to the specific position.
At a brand within the company, we pride ourselves on providing a seamless travel experience designed for the modern traveler. Join us in delivering purposeful service and focusing on the details that matter, enhancing every guest's stay while being part of a dynamic and supportive team.
