Contact Center Specialist
Full-Time

Graduate Hotels
Louisville, KY

A property of: Schulte Hospitality Group Posted 6 days ago

SAVE

Schulte Hospitality Group is seeking a Full-Time Contact Contact Center Specialist to join our team! We're looking for guest reservation team members who are community builders, outdoor adventurers, and aficionados of welcoming experiences - folks who love mother nature, and want to introduce her to as many people as possible. Top applicants will include those who want to curate amazing stays by making connections and sharing a love of the outdoors. 

SHG is an organization whose success is rooted in its service culture. Our mission is to exude hospitality, be respectful and authentic, prioritize the needs of our internal and external stakeholders above our own, and continuously strive to make a positive impact in all we do. We are passionate hoteliers eager to add like-minded people to our rapidly growing team!

*This position requires open availability. 

About our Contact Center: Our Contact Center supports a diverse array of properties, including our Marine & Lawn and Boutique & Lifestyle Brands. We are a diverse team of passionate, hospitality-focused storytellers. As a Contact Center team member, you are the first point of contact in shaping guest experiences. We encourage our team members to embody the essence of each hotel as they take calls. The highest compliment we can receive from a guest is ‘I can’t wait to see you there!’, which demonstrates our ability to tailor an individualized experience for every guest.

What’s in it for you? When you join SHG you’ll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people! SHG provides a rewarding, fun and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company and a robust benefit package including, but not limited to:

Work Today, Get Paid today, with Daily Pay!

Free Telemedicine and Virtual Mental Health care access for All Associates starting day one!

Multiple Health Insurance and Life Insurance options

401k Plan + Company Match

Paid Time Off

Holiday Pay

Pet Insurance

Employee Assistance Program

Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + more!

Our Company

Schulte Hospitality Group is a division of Schulte Companies, a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants.

Job Duties And Responsibilities

  • Process all reservation requests, including changes and cancellations by phone, chat messaging, fax, or other channels for all properties.
  • Determine callers' needs through active listening and using probing questions to satisfy and sell to those needs.
  • Maintains a complete knowledge of each property in order to effectively sell the hotel and its services.
  • Maintain ongoing knowledge of various brand programs and initiatives.
  • Must be able to speak to the brand and answer general brand questions.
  • Must have the ability to handle guest service issues with proper resolution.
  • Refer group and corporate leads to the sales department.
  • Maintain and update group blocks.
  • Answer all phone calls using proper selling techniques and maintaining the utmost in professionalism while personalizing each call.
  • Utilize the sales training plan to upgrade selling skills.
  • Recap all reservation information and ensure that all reservation policies are communicated effectively with each reservation/call
  • Communicate to hotels in a timely manner all special requests and urgent matters.
  • Studies and keeps knowledgeable of all properties and their amenities.

Education And Experience

  • Minimum of High School education, post-high school education preferred
  • Minimum of 1 year in customer service role or sales experience preferred

Knowledge, Skills And Abilities

  • Ability to multi-task, prioritize and work in a fast-paced environment
  • Must be able to quickly learn and adapt to new systems
  • Ability to manage time well, meet imposed deadlines and be flexible
  • Comprehensive knowledge of technical and managerial applications of Outlook, PMS, CRES, Microsoft Office, and all other appropriate PC applications. **
  • Operational knowledge of all corporate support/functions

*The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company’s Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process.

*Schulte Hospitality Group is an Equal Opportunity Employer.

Graduate Hotels

Managed by Schulte Hospitality Group

WELCOME TO GRADUATE

Memory making stops, extraordinary rites of passage, and all of the courageous leaps of faith that get you where you’re going. Welcome to Graduate – where the school of life meets your favorite place to stay.

To be a Graduate is to be part of a well-curated, well-crafted collection of hotels that reside in the most dynamic university towns across the country. Every site and property celebrates and commemorates the youthful optimism of school days and cultivates the spirit of each community in a bright new way.

Every smart cultural nod in the place winks at the heritage and history of each unique town. Bask in the unexpected, where little moments of surprise and discovery will meet you down every corridor and around each corner. Our warm, friendly and whip smart staff can guide you in and around town so that you feel like a local, at home again – even if it’s your first time in town.

So, expect the unimagined, but know that the luxury of a getaway (or just getting down to business) are all part of the charm and soul that make staying here a smart choice. Sure, we could go on about our comfy beds and five-star touches and all, but rest assured you’ve never had a night quite like this before. In other words, we’ve done our homework.

We’re glad you came to stay after school. Graduate Hotels® – where smart never goes out of style.

Address 2000 High Wickham Place, Suite 300, Louisville, KY 40245
Property Type Corporate Office
# Properties 29
# Jobs 96
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