Customer Support Agent - Hotel operations

Job Title : Customer Service / Front Desk Support

Location : Remote (EST Hours)

Position Type : Full-Time

Job Description :

We are seeking a highly skilled and customer-oriented individual to join our team as a Customer Service / Front Desk Support Specialist . In this role, you will be responsible for providing exceptional support to guests via multiple communication channels (calls, emails, and text). You will handle all aspects of hotel reservations, bookings, cancellations, refunds, and other guest requests, ensuring a seamless and positive experience.

The ideal candidate will be well-versed with Customer Relationship Management (CRM) systems, have strong problem-solving skills, and be able to work rotational shifts and EST hours. If you're a proactive, detail-oriented individual who thrives in a fast-paced environment and is eager to join a dynamic team, we want to hear from you!

Key Responsibilities :

Guest Communication : Handle guest inquiries, requests, and concerns through calls, emails, and text messages in a professional and timely manner.

Reservations & Bookings : Assist guests with making reservations, modifying bookings, and ensuring all details are accurate.

Cancellations & Refunds : Process cancellations and manage refunds in accordance with hotel policies and procedures.

CRM System Management : Maintain up-to-date guest information, reservation details, and interactions within the CRM system.

Guest Assistance : Provide guests with information about hotel amenities, services, and policies.

Problem Resolution : Address and resolve any issues or complaints, ensuring complete guest satisfaction and retention.

Operational Support : Assist with other administrative tasks as required to ensure smooth hotel operations.

Shift Work : Availability to work rotational shifts, including weekends, evenings, and EST hours.

Qualifications :

Communication Skills : Excellent English verbal and written communication skills. Ability to articulate clearly and professionally to guests via phone, email, and text.

Experience : Previous experience in customer service or hotel front desk roles is a plus, but not required.

Tech-Savvy : Familiarity with CRM systems, booking platforms, and general hotel management software.

Problem-Solving : Strong ability to handle guest complaints or issues and provide quick, effective solutions.

Customer Focused : A passion for delivering excellent service and exceeding guest expectations.

Team Player : Able to collaborate with team members and support overall hotel operations.

Flexibility : Willingness to work rotational shifts and EST hours.

Availability : Immediate availability to join is preferred.

Benefits : Competitive salary

Flexible remote work opportunity

Opportunity to grow within the company

Training and professional development