Hotel Reservation Associate

7 days ago


Franklin, Tennessee, United States Loews Reservations Center Full time
Job Overview

We are seeking a skilled Customer Service Representative to join our team at the Loews Reservations Center. As a key member of our customer service team, you will be responsible for providing exceptional support to our guests through various communication channels.

About the Role

  • This is a high-volume position that requires strong organizational skills and attention to detail.
  • You will be working in a fast-paced call center environment, handling guest inquiries and resolving issues in a timely manner.
  • Collaboration with other teams, including hotel finance and operations, is essential to ensure seamless communication and resolution of guest concerns.

Key Responsibilities

  1. Uphold industry standards for PCI compliance, guest confidentiality, and accounting best practices.
  2. Provide top-notch service delivery consistent with our hotel brand's excellence standards.
  3. Build relationships with hotel teams to facilitate efficient communication and issue resolution.
  4. Maintain readiness in the call queue system to minimize wait times for callers.
  5. Communicate directly with guests via phone, email, or online chat portals.
  6. Respond to requests for guest billing information, including disputed charges.
  7. Collaborate with other teams to research and resolve guest billing disputes.
  8. Make adjustments or corrections to guest accounts as needed.
  9. Record all activity in the call ticketing system.
  10. Achieve metrics and targets associated with the position.

Requirements

  • Ability to work cooperatively with others and maintain confidentiality.
  • Strong communication and interpersonal skills, both written and verbal.
  • Ability to remain composed and make decisions under pressure.
  • Organizational skills and ability to adapt quickly to change.
  • Proficiency in Microsoft Excel and Windows-based computer programs.
  • General knowledge of mathematics and accounting principles.

Preferred Qualifications

  • High School Diploma or equivalent.
  • 1-2 years of customer-facing experience in hospitality or finance.

Compensation Package

Our estimated salary for this position is $45,000-$55,000 per year, depending on location and qualifications. This estimate includes base pay, plus benefits and incentives, making it an attractive offer for motivated professionals looking to grow their careers.



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