Call Center Agent

Role Overview

As a remote Call Center Agent, you’ll help guests plan and manage stays across several hotel properties, including Hotel Bardo Savannah and Recess Hotel & Club. You’ll handle conversations by phone, email, and chat, combining accurate reservation support with thoughtful service that reflects each property’s individual character.

Key Responsibilities

• Respond to guest calls, emails, and chats, addressing questions about reservations, property services, policies, and upcoming stays.
• Create, update, and cancel bookings; explain available rooms and rates; and suggest relevant packages, upgrades, or additional services.
• Learn the details that distinguish each property, including room features, dining, amenities, events, and service expectations.
• Record guest preferences and important stay details, such as celebrations, dietary needs, and accessibility requests, in the appropriate systems.
• Work with hotel teams to coordinate requests before arrival and during a guest’s stay.
• Address reservation problems, billing questions, and service concerns; document the interaction and refer complex matters to the appropriate team.
• Maintain accurate guest profiles and reservation notes while following payment security and data privacy procedures.
• Contribute to service quality and reservation conversion goals through call reviews, coaching, and ongoing improvement efforts.

Requirements & Qualifications

• Experience in hospitality, hotel reservations, or a call center; experience with a luxury or lifestyle hotel is preferred.
• Sales or upselling experience is an advantage.
• Clear, polished verbal and written communication, with confidence handling guest conversations over the phone.
• Strong organisation and attention to detail, with the ability to manage inquiries for multiple properties at once.
• Familiarity with hotel reservation or guest relationship platforms is preferred; experience with SynXis VoiceAgent, StayNTouch, or Revinate is especially relevant.
• Ability to learn new systems quickly, resolve unexpected requests, and work independently as part of a remote team.
• Knowledge of hotel reservations, guest services, service recovery, and luxury hospitality practices. LQA training or familiarity with Forbes Travel Guide standards is a plus.
• Must be based in the United States and available for flexible shifts, including evenings, weekends, and holidays.
• Must have reliable high-speed internet and a quiet, dedicated home workspace.

What We Offer / Why Join

• Medical, dental, vision, and wellness benefits for eligible full-time employees.
• Company-matched 401(k) plan.
• Paid time off, paid holidays, and paid birthday leave.
• Employee hotel rates and travel discounts.
• Career development opportunities within the hospitality group.