Guest Contact Center Agent

Job Posting: Guest Contact Center Agent

Location: Pomeroy Lodging, Downtown Calgary, AB

Reports to: Contact Center Supervisor

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.
• Long periods of sitting and phone use throughout the shift.
• Working from an office in downtown Calgary
  
  

Apply now with your resume to join our team!