Customer Service Representative | Hotel Reservations Specialist

Job Description

Job Description

About Traveling Teams Inc:

Traveling Teams is the leading provider of hotel accommodations for youth and amateur sports teams across North America and some parts of Canada. For the last 25 years, we’ve specialized in simplifying team travel by building strong relationships with our hotel business partners and offering world-class customer service to youth sports travel organizations.

We’re passionate about what we do – and who we work with. Our environment is fast-paced, team-driven, and built around a shared love for sports, hospitality, and delivering excellent service.

Hotel Reservations Specialist Summary:

We are hiring a Hotel Reservations Specialist to join our growing customer service team in Southfield, MI. This is a great opportunity for individuals with prior experience in customer service, call center, front desk, receptionist, and hospitality environments. The Customer Service Representative | Hotel Reservations Specialist position is responsible for facilitating the hotel room booking process as outlined by Traveling Teams Inc.’s standard operating procedures. The Customer Service Representative | Hotel Reservations Specialist position is responsible for maintaining the company’s brand image and delivering exceptional customer service. This position entails answering inbound customer calls and relaying hotel reservation details effectively and efficiently. The work is primarily independent, but may – at times – require internal team collaboration.

General Responsibilities & Duties:

• Answer incoming calls to assist with reservations, confirmations, room needs requests, and questions.
• Warmly greet a high volume of calls and perform reservation procedures.
• Explain hotel details, rates, services, amenities, and other information about the hotels as requested.
• Sell, process, enter, and confirm room reservations using Traveling Teams' selling techniques and strategies.
• Provide incoming callers with appropriate room assignments and types, while up-selling when appropriate.
• Navigate multiple internal systems to facilitate the reservation of hotel rooms on behalf of customers.
• Verify payment for stay, including incidental costs, by obtaining credit card information.
• Assist incoming callers with issues and complaints, with empathy and a focus on guest satisfaction.
• Perform all daily duties as assigned by Supervisor(s).

Position Required Skills/Abilities:

• Basic understanding of clerical and administrative procedures.
• Excellent written and verbal communication skills.
• Active listening and interpersonal skills.
• WOW service mentality; willingness to go above and beyond for customers.
• Excellent attention to detail and accuracy in data entry.
• Ability to solve problems as they arise and maintain confidentiality.
• Basic computer skills and an ability to adapt to new software.

Preferred Education and Experience:

• High school diploma or equivalent required; higher education preferred.
• 1-2 years of related experience required; 3-5+ years of related experience preferred.
• Preferred industry experience includes, but is not limited to, customer service representative, call center agent, front desk agent, receptionist, booking specialist, travel agent, or similar front office position.
• Preferred educational background includes, but is not limited to, communications, business administration, hospitality and tourism management, and/or sports management.

Monday - Friday, 9:00 a.m. - 5:30 p.m. (mandatory, in-office)
Saturdays, 10:00 a.m. - 4:00 p.m. (optional, work-from-home)
Sundays, 2:00 p.m. - 6:00 p.m. (optional, work-from-home)
40 hours/week