Contact Center Specialist

Company: Graduate Hotels
Location: Louisville
Posted on: September 16, 2020

Job Description:

Graduate Hotels--,?Contact Center is seeking Contact Center Specialists to join our team of hospitality enthusiasts.Graduate Hotels creates authentic, playful spaces that connect a community's travelers, students, and locals. Through thoughtfully curated design, creative F&B and community-focused events, we create hotels worthy of their hometown.We are a diverse team of experience makers and storytellers. As a Graduate Hotels team member, you are the local insider shaping guest experiences.Our goal is to make every guest feel like a local even if it's their first time in town. In order to help you deliver on that goal, we encourage our team members to embody the same mindset as our guests through Graduate experiences and encouraged community exploration.POSITION RESPONSIBILITIESProcess all reservation requests, including changes and cancellations by phone, chat messaging, fax or other channels for all properties.Determine callers needs through active listening and using probing questions to satisfy and sell to those needs.Maintains a complete knowledge of each property in order to effectively sell the hotel and its services.Maintain an ongoing knowledge of Graduate Brand programs and initiatives.Must be able to speak to the brand and answer general brand questions.Must have the ability to handle guest service issue with proper resolution.Refer group and corporate leads to sales department.Maintain and update group blocks.Answer all phones calls using proper selling techniques and maintaining the utmost in professionalism while personalizing each call.Utilize the sales training plan to upgrade selling skills.Establish telephone call criteria for agents and procedures to facilitate a team that exceeds industry standards.Recap all reservation information and ensure that all reservation policies are communicated effectively with each reservation/callCommunicate to hotels in a timely manner all special requests and urgent matters.Studies and keeps knowledgeable of all properties and their amenities.DESIRED EDUCATION AND EXPERIENCEMinimum of High School education, post-high school education preferredMinimum of 1 year in customer service role or sales experience preferredKNOWLEDGE, SKILLS AND ABILITIESAbility to multi-task, prioritize and work in a fast-paced environmentMust be able to quickly learn and adapt to new systemsAbility to manage time well, meet imposed deadlines and be flexibleComprehensive knowledge of technical and managerial applications of Outlook, PMS, CRES, Microsoft Office and all other appropriate PC applications. **Operational knowledge of all corporate support/functionsAble to develop and deliver effective training*Graduate Hotels Management is an equal opportunity employer.

Keywords: Graduate Hotels, Louisville , Contact Center Specialist, Other , Louisville, Kentucky