Guest Contact Center Agent

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!