Call Center Agent (Remote)

LEFT LANE Hospitality Group is seeking a warm, professional, and knowledgeable Call Center Agent to join its centralized Guest Services team. This remote, U.S.-based role will support multiple hospitality properties, including Hotel Bardo Savannah and Recess Hotel & Club, by delivering exceptional guest experiences through phone, email, and chat interactions. The successful candidate will serve as the first point of contact for guests, handling reservations, inquiries, requests, and service concerns while representing each property’s unique brand identity. This position requires excellent communication skills, attention to detail, and the ability to provide personalized hospitality service in a fast-paced remote environment. Key Responsibilities: Handle inbound calls, emails, and chats for multiple hotel properties. Manage reservations, including new bookings, modifications, cancellations, and upgrades. Convert guest inquiries into confirmed stays by presenting room options, rates, packages, and additional services. Maintain detailed knowledge of property rooms, amenities, dining options, events, policies, and brand standards. Support pre-arrival and in-stay guest requests while capturing preferences, celebrations, dietary requirements, and accessibility needs. Coordinate with on-property teams to ensure smooth guest service delivery. Resolve billing questions, reservation issues, and guest concerns professionally. Document guest interactions and escape complex issues when required. Maintain accurate guest profiles, reservation records, and notes within hospitality systems. Follow payment card security and guest data privacy procedures. Meet service performance standards, including call quality, response times, and conversion goals. Participate in call reviews, coaching sessions, and service improvement initiatives. Requirements: Hospitality, reservations, or call center experience, preferably within a luxury or lifestyle hotel environment. Previous sales or upselling experience is preferred. Excellent verbal and written communication skills with a professional phone presence. Strong organizational skills and attention to detail. Ability to manage multiple guest inquiries across different properties. Experience with hospitality reservation systems such as SynXis VoiceAgent, StayNTouch, or Revinate is strongly preferred. Ability to quickly learn and adapt to new technology platforms. Strong problem-solving skills with the ability to handle unexpected guest requests professionally. Ability to work independently while staying connected with a remote team. Must be based in the United States. Availability to work flexible schedules, including evenings, weekends, and holidays. Reliable high-speed internet connection and a quiet, distraction-free home workspace required. LQA training or certification and familiarity with Forbes Travel Guide service standards are a plus. Strong knowledge of: Hotel reservations, guest services, and luxury hospitality standards. Customer relationship management and reservation systems. Upselling techniques, guest communication, and service recovery. Benefits: Medical, dental, vision, and wellness benefits for eligible full-time employees. Company-matched 401(k) retirement plan. Paid time off, paid holidays, and paid birthday leave. Employee hotel rates and travel discounts. Career development opportunities within a growing hospitality group Bachelor's Degree or Diploma in Hospitality Management, Business Administration, or a related field (Estimated) #J-18808-Ljbffr