About the role
We are looking for Guest Contact Center Agent to join our team!
Achieving Excellence
Are you passionate about creating exceptional guest experiences? As a Guest Contact Center Agent, you will play a vital role in delivering outstanding service by handling reservations, responding to inquiries, and sharing your knowledge about our resorts, hotels, and spa services. Your guest-centric approach, attention to detail, and ability to build rapport will ensure guests have memorable experiences while helping you achieve sales targets.
Key Responsibilities
Reservation Handling:
- Receive and process reservations for resorts, hotels, and spa services via inbound and outbound calls, email, and online platforms.
- Provide accurate information regarding room availability, rates, and spa services.
- Assist guests in selecting accommodations and spa treatments tailored to their preferences and needs.
Guest Interaction:
- Communicate effectively with guests to understand their requirements and preferences.
- Handle inquiries related to room amenities, spa packages, and special requests.
- Address guest concerns promptly and provide timely solutions to ensure a high level of satisfaction.
Product Knowledge:
- Stay updated with the latest offerings and services to answer guest inquiries confidently and accurately.
Sales Targets:
- Meet or exceed assigned sales targets, contributing to individual and team goals.
Documentation and Reporting:
- Accurately record guest information, interactions, and transactions in the system.
Adherence to Policies and Procedures:
- Follow company policies, procedures, and PCI compliance standards.
- Participate in training sessions to enhance product knowledge and sales skills.
Core Values:
- Quality: Commit to excellence and uphold the highest standards in product and service.
- Honesty: Act with integrity by fulfilling commitments in the manner promised.
- Family: Contribute to a collaborative workplace rooted in trust, respect, and gratitude, celebrating collective success.
Qualifications:
- Proven experience in sales or guest service, preferably in a call center environment (asset).
- Strong interpersonal skills with the ability to build rapport with diverse guests.
- Results-driven mindset with a focus on achieving and exceeding sales targets.
Working Conditions: This position involves:
- Day, afternoon, or evening shifts, including weekends and statutory holidays.
- Long periods of sitting and phone use throughout the shift.
- Working from an office in downtown Calgary
If this sounds like an opportunity that fits you, apply with your resume!
About Pomeroy Lodging
At Pomeroy Lodging, we are invested in a diverse portfolio of Hotels, Resorts and Nordic Spas. Our investment goes beyond the walls of our properties and the land we build on. Through our skin-in-the-game philosophy, family-oriented culture, and significant support of the communities in which we operate, we are fiercely invested in our people, our guests, our stakeholders and our communities.
Founded in 1994 and headquartered in Calgary and Grande Prairie, Alberta, Canada, we own and operate hotels under our proprietary brands and various well-known brands. Our full portfolio ranges from select service accommodations to upscale luxury resorts and wellness-inspired Nordic Spas. Our services include hospitality operations management, asset management, and real estate investment in the hospitality industry.
We are Committed to Growth. As a vertically integrated developer, we leverage our vision and expertise throughout the construction process to ensure quality for our guests and team members.
We are Committed to our Communities. We contributed back over $11 million to the communities we live in.
We are Committed to our People. We believe in providing training and growth opportunities, and financial incentives to all employees in all roles.
Recent new construction additions to our portfolio include Alyeska Nordic Spa in Girdwood, Alaska, set within the jaw-dropping scenery of the Chugach mountains on the grounds of Alyeska Resort. This unique spa experience invites you to enjoy the benefits of hydrotherapy as you take some time to disconnect- to reconnect.
We are Fiercely Invested.
About the role
We are looking for Guest Contact Center Agent to join our team!
Achieving Excellence
Are you passionate about creating exceptional guest experiences? As a Guest Contact Center Agent, you will play a vital role in delivering outstanding service by handling reservations, responding to inquiries, and sharing your knowledge about our resorts, hotels, and spa services. Your guest-centric approach, attention to detail, and ability to build rapport will ensure guests have memorable experiences while helping you achieve sales targets.
Key Responsibilities
Reservation Handling:
- Receive and process reservations for resorts, hotels, and spa services via inbound and outbound calls, email, and online platforms.
- Provide accurate information regarding room availability, rates, and spa services.
- Assist guests in selecting accommodations and spa treatments tailored to their preferences and needs.
Guest Interaction:
- Communicate effectively with guests to understand their requirements and preferences.
- Handle inquiries related to room amenities, spa packages, and special requests.
- Address guest concerns promptly and provide timely solutions to ensure a high level of satisfaction.
Product Knowledge:
- Stay updated with the latest offerings and services to answer guest inquiries confidently and accurately.
Sales Targets:
- Meet or exceed assigned sales targets, contributing to individual and team goals.
Documentation and Reporting:
- Accurately record guest information, interactions, and transactions in the system.
Adherence to Policies and Procedures:
- Follow company policies, procedures, and PCI compliance standards.
- Participate in training sessions to enhance product knowledge and sales skills.
Core Values:
- Quality: Commit to excellence and uphold the highest standards in product and service.
- Honesty: Act with integrity by fulfilling commitments in the manner promised.
- Family: Contribute to a collaborative workplace rooted in trust, respect, and gratitude, celebrating collective success.
Qualifications:
- Proven experience in sales or guest service, preferably in a call center environment (asset).
- Strong interpersonal skills with the ability to build rapport with diverse guests.
- Results-driven mindset with a focus on achieving and exceeding sales targets.
Working Conditions: This position involves:
- Day, afternoon, or evening shifts, including weekends and statutory holidays.
- Long periods of sitting and phone use throughout the shift.
- Working from an office in downtown Calgary
If this sounds like an opportunity that fits you, apply with your resume!
About Pomeroy Lodging
At Pomeroy Lodging, we are invested in a diverse portfolio of Hotels, Resorts and Nordic Spas. Our investment goes beyond the walls of our properties and the land we build on. Through our skin-in-the-game philosophy, family-oriented culture, and significant support of the communities in which we operate, we are fiercely invested in our people, our guests, our stakeholders and our communities.
Founded in 1994 and headquartered in Calgary and Grande Prairie, Alberta, Canada, we own and operate hotels under our proprietary brands and various well-known brands. Our full portfolio ranges from select service accommodations to upscale luxury resorts and wellness-inspired Nordic Spas. Our services include hospitality operations management, asset management, and real estate investment in the hospitality industry.
We are Committed to Growth. As a vertically integrated developer, we leverage our vision and expertise throughout the construction process to ensure quality for our guests and team members.
We are Committed to our Communities. We contributed back over $11 million to the communities we live in.
We are Committed to our People. We believe in providing training and growth opportunities, and financial incentives to all employees in all roles.
Recent new construction additions to our portfolio include Alyeska Nordic Spa in Girdwood, Alaska, set within the jaw-dropping scenery of the Chugach mountains on the grounds of Alyeska Resort. This unique spa experience invites you to enjoy the benefits of hydrotherapy as you take some time to disconnect- to reconnect.
We are Fiercely Invested.