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Call Center Agent

Call Center Agent

Pier Sixty-Six ResortFort Lauderdale, FL, US
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Wave Hotel Ambassador

You will be a key ambassador of the Wave Hotel experience, serving as the first point of contact for guests. In this well-rounded role, you will provide intuitive service while assisting with room reservations, food and beverage offerings, spa inquiries and insights into our surrounding area. You will confidently manage guest inquiries, ensure accurate booking details, and offer customized recommendations that reflect our distinctive lifestyle-driven brand. Your genuine enthusiasm and in-depth knowledge of our property will help create exceptional, seamless experiences from the very first interaction.

At CoralTree Hospitality, we're committed to enriching your career and life experiences through unparalleled benefits that support your personal and professional growth. Joining the CoralTree team means gaining access to an exceptional benefits package designed with you in mind. Join us and discover a workplace where your contributions are valued and rewarded every day.

As a member of the Lake Nona Wave Hotel team, you'll also benefit from :

  • Enhanced Wellness : Benefit from special rates at the Lake Nona Performance Club, enhancing your wellness journey.
  • Culinary Delights : Indulge in discounts at Tavistock Group Restaurants, savoring culinary experiences at exceptional value.
  • Complimentary, Convenience, and Comfort : Receive team member meals, uniforms, and parking, ensuring convenience and comfort during your workday.

Responsibilities

  • Professionally and warmly answer all incoming calls with enthusiasm and efficiency, in accordance with our service parameters and performance metrics, delivering exceptional service and creating positive, memorable experiences for guests and associates alike.
  • Responding to guest inquiries via the hotel's text communication platform to ensure timely, personalized service across all channels.
  • All tasks and guest interactions must be performed in alignment with Forbes, LQA, and AAA standards to ensure a consistent, elevated level of service that reflects the brand's commitment to excellence.
  • Collaborate with various departments related to guest inquiries from Housekeeping, Food & Beverage outlets, Welcome Desk and Guest Relations
  • Remain well-informed about the pool and recreation areas, including hours of operation, upcoming events, and current cabana or daybed offerings, to proactively assist guests, enhance their experience, and support upselling opportunities
  • Engage guests to understand their dining preferences and assist with making reservations at the hotel's restaurant outlets, ensuring a personalized and memorable culinary experience. Upsell premium dining options, special events, or enhancements when applicable.
  • Knowledge of all Food and Beverage outlets, hours, menu offerings and special events
  • Answer guest inquiries about hotel services, facilities, and hours of operation. Knowledge about surrounding areas.
  • Have knowledge of all guest room layouts, bed types, dcor, room types the hotel offers.
  • Book room reservations with a focus on maximizing revenue and supporting upselling opportunities to enhance the guest experience and overall profitability.
  • Enter all reservation types onto each platform according to standard operating procedures.
  • Communicate and work closely with the Sales Department relating group booking when applicable.
  • Maintain accurate files and reports; must be well-organized and able to effectively monitor and manage the department inbox to ensure timely responses and follow-ups.
  • Book and block rooms in accordance with hotel standards, including managing Group Rooming Lists and Booking Agreements when applicable.
  • Handle all related reservations, including V.I.P. reservations, packages, and discounts / promotions.
  • Performance will be evaluated based on call quality, with a strong emphasis on revenue generated from captured calls and effective conversion of inquiries into bookings.
  • Participate in team meetings and contribute insights on trends, guest feedback, and opportunities to optimize revenue and enhance the guest experience.
  • Send confirmations itinerary when needed on the appropriate platform
  • Process advance deposits and utilize upsell strategies to capture all revenue parameters, enhancing guest planning and overall satisfaction.
  • Anticipate guest needs and take proactive initiative to resolve concerns, turning challenges into opportunities to build loyalty; communicate effectively with relevant departments to ensure seamless service and uncover moments to discover and delight.
  • Multi-task efficiently in a fast-paced environment while ensuring accuracy, attention to detail, and proper grammar in all guest communications and documentation.
  • Serve as the primary point of contact by professionally answering and managing incoming internal and external calls, demonstrating strong verbal communication skills and ensuring clear, courteous, and effective interactions with guests and team members.
  • Proactively identify guest preferences and recommend personalized spa experiences that enhance the overall stay and drive revenue.
  • Ensure all spa-related communications are handled in a professional and service-oriented manner consistent with Forbes and LQA standards.
  • Knowledgeable on spa hours of operations, policies and cancellation terms.
  • Be well-versed in the spa reservation system to accurately create, modify, and cancel appointments while ensuring availability aligns with treatment timing and therapist scheduling.
  • Maintain in-depth knowledge of all spa treatments, services, room and spa package offerings, and seasonal promotions to confidently guide guest inquiries and support upselling opportunities.

    • Qualifications

    Qualifications :

  • Previous experience passionately providing service to others. Excellent phone skills are needed.
  • The best part of serving others is creating experiences for them that go beyond the expected.
  • Providing amazing experiences requires the ability to communicate fluently in English both verbally and through legible writing
  • Must be available to work a flexible schedule based on operational needs, including AM / PM shifts, weekends, and holidays.
  • High School Diploma; Hospitality, Business and Revenue Management Major
  • Strong Customer Service and Sales Experience
  • Excellent written and verbal communication skills
  • Able to multitask handling incoming calls via phone, text message, emails, providing information.

    • Desirable / Would Like :

  • Previous Reservation / Front Office / Food & Beverage Experience in a luxury environment
  • Bilingual in both English and Spanish; Additional Language is a plus
  • Proficient in Microsoft Office and various hotel management systems
  • Knowledge on Forbes, LQA, AAA Standards
  • Prior experience with SynXis application, HMS, OpenTable Preferred
  • Demonstrable problem solving and critical thinking skills
  • Sales Techniques
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    Call Center Agent • Fort Lauderdale, FL, US