Call Center Agent

Position Summary The Call Center Agent is responsible for providing professional and efficient telephone and reservation services to hotel guests and callers. This position manages incoming calls, hotel reservations, cancellations, guest requests, inquiries, confirmations, and related reservation activities while maintaining accurate information in hotel systems. The Call Center Agent also provides front desk support as needed, including guest check-in and check-out, registration, payment processing, and other Front Office functions. The position works closely with Front Office and Hotel Leadership to coordinate guest needs and support a seamless guest experience. Essential Duties and Responsibilities 1. Ensure compliance with applicable laws, regulations, and Hospitality policies and procedures. 2. Provide professional, courteous, and efficient service to guests and callers by actively listening to requests and responding appropriately. 3. Answer incoming telephone calls using established telephone etiquette and a friendly, professional demeanor. 4. Operate the PBX system, including answering, dispatching, transferring, and directing calls to the appropriate department or team member. 5. Accurately create, modify, and cancel hotel reservations using applicable hotel and reservation management systems. 6. Process individual and group reservations, including room blocks, group rooming lists, changes, cancellations, and related reservation requests. 7. Respond to guest inquiries regarding hotel rates, availability, amenities, facilities, services, promotions, events, and local attractions. 8. Maintain current knowledge of hotel promotions, packages, special offers, services, and events in order to accurately communicate information to guests and support room revenue opportunities. 9. Identify appropriate opportunities to upsell room types and promote additional hotel services and amenities. 10. Process and follow up on special guest requests, ensuring information is accurately communicated to the appropriate departments and documented when necessary. 11. Monitor and respond to voicemails and emails in a timely and professional manner. 12. Prepare and distribute reservation confirmations, invoices, and other guest documentation as requested. 13. Review daily arrivals for duplicate reservations, booking discrepancies, package elements, and other reservation-related issues and communicate concerns to Front Office Leadership. 14. Monitor and reconcile hotel credit card authorizations and other assigned reservation-related transactions in accordance with established procedures. 15. Monitor third-party internet reservation activity and assist with balancing and resolving discrepancies in coordination with Hotel Leadership. 16. Maintain accurate reports and communicate relevant reservation, arrival, guest request, and service information to the Front Office and Hotel Leadership teams. 17. Respond to guest complaints and concerns professionally and tactfully, resolving matters within the scope of the position and escalating issues to the appropriate manager when necessary. 18. Provide front desk support as needed, including: Greeting and assisting guests with check-in and check-out. Completing guest registration and room assignment procedures. Processing guest payments and verifying credit card authorizations. Providing information regarding hotel facilities, services, amenities, and local attractions. Processing group rooming lists and reservation changes. Supporting Front Desk operations during peak periods or staffing needs. Maintaining an organized and professional Front Desk, lobby, and back-office environment. 19. Coordinate with Front Office, Housekeeping, Maintenance, Valet, and other Hotel departments to communicate guest requests and support timely service. 20. May be asked to assist in other departments with appropriate training provided such as gift shop, housekeeping, or laundry as business needs deem necessary. 21. Maintain accurate records and protect the confidentiality and security of guest, reservation, payment, and Company information. 22. Maintain a professional appearance and demeanor consistent with hotel standards. 23. Demonstrate and promote KLECH core values and MAD skills. 24. Attend and satisfactorily complete all required training as assigned. 25. Be available to work varying schedules, including days, evenings, nights, weekends, holidays, and other shifts based on business needs. 26. The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. Duties and responsibilities are subject to change based on organizational needs and/or as deemed necessary by Hotel Management. 27. Perform other duties as assigned. Note: The essential functions listed above are intended to provide a general representation of the duties and responsibilities of the position and are not intended to be an exhaustive list. Duties and responsibilities may be modified based on organizational needs and as determined by management. Knowledge, Skills and Abilities Knowledge of hotel Front Office, reservation, PBX, and guest service procedures. Proficiency with hotel management systems, reservation systems, PBX systems, and standard computer applications. Strong telephone etiquette and professional communication skills. Excellent attention to detail and accuracy when entering reservations, guest information, payments, and other data. Ability to communicate effectively in English, both verbally and in writing; Spanish or other language skills are a plus. Strong guest service and interpersonal skills with the ability to establish positive relationships with guests and team members. Ability to handle confidential guest, reservation, and payment information appropriately. Ability to remain professional and courteous when handling difficult or unexpected guest situations. Ability to work independently with minimal supervision and effectively as part of a team. Ability to prioritize and manage multiple tasks in a fast-paced environment. Strong organizational, problem-solving, and critical-thinking skills. Ability to accurately perform basic mathematical calculations involving addition, subtraction, multiplication, and division. Ability to identify discrepancies, gather information, and determine appropriate action within established procedures. Ability to understand and follow written and verbal instructions. Ability to establish and maintain effective professional relationships with individuals from diverse social and cultural backgrounds. Ability to demonstrate reliability, teamwork, professionalism, and a positive attitude. SUPERVISION EXERCISED This position does not have regular supervisory responsibilities. The Call Center Agent may assist with training and orientation of new team members as assigned.