Contact Center Specialist

Full-Time Reservations SpecialistSchulte Hospitality Group is seeking a Full-Time Reservations Specialist to join our team We're looking for guest reservation team members who are community builders, outdoor adventurers, and aficionados of welcoming experiences - folks who love mother nature, and want to introduce her to as many people as possible. Top applicants will include those who want to curate amazing stays by making connections and sharing a love of the outdoors.SHG is an organization whose success is rooted in its service culture. Our mission is to exude hospitality, be respectful and authentic, prioritize the needs of our internal and external stakeholders above our own, and continuously strive to make a positive impact in all we do. We are passionate hoteliers eager to add like-minded people to our rapidly growing teamAbout our Contact Center: Our Contact Center supports a diverse array of properties, including our Marine & Lawn and Boutique & Lifestyle Brands. We are a diverse team of passionate, hospitality-focused storytellers. As a Contact Center team member, you are the first point of contact in shaping guest experiences. We encourage our team members to embody the essence of each hotel as they take calls. The highest compliment we can receive from a guest is 'I can't wait to see you there', which demonstrates our ability to tailor an individualized experience for every guest.What's in it for you? When you join SHG you'll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people SHG provides a rewarding, fun and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company and a robust benefit package including, but not limited to:Work Today, Get Paid today, with Daily PayFree Telemedicine and Virtual Mental Health care access for All Associates starting day oneMultiple Health Insurance and Life Insurance options401k Plan + Company MatchPaid Time OffHoliday PayPet InsuranceEmployee Assistance ProgramSchulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + moreOur Company: Schulte Hospitality Group is a division of Schulte Companies, a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants.Job Duties and Responsibilities:Process 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 ongoing knowledge of various 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 issues with proper resolution.Refer group and corporate leads to the sales department.Maintain and update group blocks.Answer all phone calls using proper selling techniques and maintaining the utmost in professionalism while personalizing each call.Utilize the sales training plan to upgrade selling skills.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.Education and Experience:Minimum of High School education, post-high school education preferredMinimum of 1 year in customer service role or sales experience preferredKnowledge, Skills and Abilities:Ability 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/functionsThe hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company's Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process.Schulte Hospitality Group is an Equal Opportunity Employer.