AddressCall Center/Front Desk Agent at Destination GN
Join the fun, fast-paced hospitality team at Destination Geneva National as a Call Center Agent, often the first point of contact with hotel, dining and golf guests visiting our Lake Geneva, Wisconsin resort. Our windowed Call Center is located on the main floor of our sprawling Clubhouse, which overlooks three championship golf courses and the serene Lake Como.
A successful Call Center/Front Desk agent will learn all about our resort offerings and enthusiastically describe these amenities to guests calling in with resort questions or reservations requests. Sales, customer service and problem-solving skills are essential, including active listening to fully comprehend guest requests or to resolve issues when guest experiences do not match expectations.
Microsoft Outlook, Excel, Word, and Google Sheets will be used daily. Knowledge of online reservations software is a plus, but not essential, as these programs can be taught on the job. A passion for serving others and caring for guests is vital.
Call Center Agent Job Responsibilities:
- Answer phone calls articulately and make online reservations in real time.
- Search and present date, time and pricing options for hotel overnight stays, dining reservations and tee times.
- Respond to current and future guest special requests and concerns as well as questions regarding the resort, driving directions, and surrounding area activities.
- Follow up to ensure requests or concerns have been handled to guests' satisfaction.
- Professionally represent Destination GN’s golf, vacation, meeting, and wedding venues articulately and with enthusiasm.
- Assist in booking Stay and Plays.
- Work with the Call Center team to establish and meet sales goals and customer expectations.
- Process guest check-ins, check-outs, room assignments, and room change/late check-out requests.
- Run and check daily reports.
- Ensure the Call Center, Front Desk, Main Lobby, and other public spaces are kept neat and clean. This includes lobby restrooms and outdoor spaces along our front entrances.
- Perform hotel room walks to check guest rooms for any maintenance needs and ensure that rooms are presented in a manner that meets/exceeds company standards.
- Work with the Golf, Food and Beverage, and Banquets departments to ensure all guests are given an excellent experience.
- Maintain a positive, can-do attitude and a willingness to help in different departments when necessary.
- Adhere to Destination GN customer service standards and guidelines; recommend improved procedures.
Call Center Agent Qualifications / Skills:
- High School diploma or equivalent
- Well-spoken with strong verbal communication & phone skills
- Data entry skills
- Customer appreciation, focus & service
- Attention to detail
- Multi-tasking
- Flexibility
NOTE: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, changes in workload, rush jobs or technology developments) dictate.
Paloma Resorts is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, or any other legally protected status.
