Job Description

The Hotel Call Center Agent is responsible for handling inbound and outbound calls related to reservations, guest inquiries, and hotel services. The agent ensures an exceptional level of customer service, maximizes revenue through effective upselling, and supports hotel operations by providing accurate and timely information.

Key Responsibilities1. Guest Communication & Service

Answer incoming calls promptly and professionally. Provide accurate information regarding room availability, rates, hotel facilities, and policies. Handle guest concerns, complaints, and special requests with a service-oriented approach. Assist guests with reservation modifications, cancellations, and confirmations.

2. Reservation Management

Process reservations in the Property Management System (PMS) and/or Central Reservation System (CRS). Verify payment information and ensure all details are accurately recorded. Upsell room categories, packages, and hotel services to increase revenue. Follow hotel policies related to booking, rate codes, and promotions.

3. Call Handling & Documentation

Maintain service standards for call handling time, accuracy, and quality. Document all interactions clearly in the system. Adhere to scripts and call flow guidelines while maintaining a friendly, personalized approach.

4. Coordination & Support

Communicate guest needs to relevant hotel departments (front desk, housekeeping, F&B, sales). Support front office overflow calls during peak periods. Work with the reservations team to manage overbookings, special events, and high-demand periods.

QualificationsEducation & Experience

High school diploma or equivalent required; hospitality degree a plus. Previous experience in a call center or hospitality/reservations role preferred. Familiarity with PMS/CRS systems (Opera, Amadeus, SynXis, etc.) is an advantage.

Skills & Competencies

Excellent communication and interpersonal skills. Strong customer service orientation. Ability to handle high call volumes and multitask.
Job Types: Full-time, Permanent

Pay: ?18,000.00 - ?26,000.00 per month

Benefits:

Food provided Health insurance Provident Fund
Work Location: In person