Job Description

Summary: Our Call Center Agents are responsible for being a warm friendly voice of the resort. They will be receiving all incoming calls from guests who are on the property by assisting them with questions, requests, and room service orders. Off-property guests who need to be directed to the correct department. They will also play an integral role in communicating information between departments. Essential Duties and Responsibilities include the following:

• Answer all incoming calls with a friendly and welcoming tone
• Screens and route calls to the correct departments or person
• Be knowledgeable of all hotel facilities and hours of operations
• Answer any questions about the resort and its offerings
• Input guest and employee requests into HotSOS and follow up accordingly
• Take room service orders and input into Digital Dining
• Become familiar with the operating system and know guest reservation information
• Be acquainted with side work such as prep welcome packets, doggie bags, etc.
• Place and make wake-up calls
• Other duties may be assigned.

• No previous experience is required but previous hospitality or call center experience is a plus
• Must have great interpersonal skills
• Requires excellent communication skills, both verbal and written
• Must be able to work within a team
• Must possess computational ability
• Flexibility to work varying schedules including days, nights (no overnights), weekends, and holidays.

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