Guest Services Agent- Shared Services Call Center

Essential Responsibilities:

• Answer inbound calls, emails, web chats, and guest messages in a professional manner, following established call flows and brand standards


• Provide accurate and courteous responses to guest inquiries regarding reservations, property details, amenities, pricing, and local attractions


• Assist guests with existing reservations, including modifications, cancellations, and special requests


• Take and input reservations accurately using company software


• Ensure all booking information, payment details, and related documentation are complete and meet company standards


• Develop and maintain knowledge of all brands, including property locations, amenities, services, pricing, and unique selling points


• Represent each brand consistently and professionally across all guest interactions


• Navigate and manage guest issues during their stay, escalating to appropriate departments when necessary


• Communicate effectively with housekeeping, maintenance, and other internal teams regarding schedules, changes, and guest needs


• Report guest issues accurately in Breezeway or other designated systems


• Perform outbound calls for follow-ups, reminders, and guest service initiatives


• Follow all company policies, procedures, and service standards


• Complete general administrative tasks, including data entry, research, and maintaining accurate records


• Check and respond to voicemails, emails, and other correspondence promptly


• Communicate effectively with team members and other departments to ensure seamless service delivery


• Maintain positive working relationships with guests, vendors, and colleagues


• Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).


• Other duties as assigned

Minimum Required Skills & Competencies:

• Hospitality, customer service, or reservationist experience encouraged but not required


• Strong computer skills required, including ability to use email and booking software


• Excellent communication and organizational skills


• Excellent guest and customer service skills


• Ability to handle a fast-paced environment while maintaining professionalism


• Willingness to work weekends and holidays


• Familiarity with properties, amenities, owners, and company policies


• Ability to abide by company policies, procedures, and guidelines

Desired Skills & Competencies:

• Previous experience in hospitality and/or property management


• Previous experience in reservations or guest services

 Physical Requirements:

• Express or exchange ideas by means of the spoken word via email and verbally


• Ability to lift 10 pounds and exert 10+ pounds of force, use your arms and legs, and sit most of the time


• Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation


• Subject to internal and external environmental conditions


• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities