Overnight Contact Center Specialist bei Emerald Hospitality Associates
Emerald Hospitality Associates · Louisville, Vereinigte Staaten Von Amerika · Onsite
- Optionales Büro in Louisville
- Work Today, Get Paid today, with Daily Pay!
- Free Telemedicine and Virtual Mental Health care access for All Associates starting day one!
- Multiple Health Insurance and Life Insurance options
- 401k Plan + Company Match
- Paid Time Off
- Holiday Pay
- Pet Insurance
- Employee Assistance Program
- Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + more!
- 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/call
- Communicate to hotels in a timely manner all special requests and urgent matters.
- Studies and keeps knowledgeable of all properties and their amenities.
- Minimum of High School education, post-high school education preferred
- Minimum of 1 year in customer service role or sales experience preferred
- Ability to multi-task, prioritize and work in a fast-paced environment
- Must be able to quickly learn and adapt to new systems
- Ability to manage time well, meet imposed deadlines and be flexible
- Comprehensive knowledge of technical and managerial applications of Outlook, PMS, CRES, Microsoft Office, and all other appropriate PC applications. **
- Operational knowledge of all corporate support/functions
- Must be able to clearly communicate ideas and information using both verbal and written channels
- Analytical approach to problem solving
- Ability to manage time well and be flexible
- Ability to work nights, overnights, and weekends