About this role
Look
after guests of a major U.S. hotel group, before, during, and after their stay.
● You'll be the first point of contact for guests calling
about their reservation, before, during, or after their stay
● Guests call because something needs changing,
confirming, or fixing — your job is to sort it out properly the first time
● The goal is simple: leave every guest feeling looked
after, not just processed
What
You'll Do
● Answer inbound calls from guests and resolve what they
need on the first contact where possible
● Amend, confirm, and cancel reservations accurately
● Explain rates, policies, and what a booking includes,
clearly
● Own problems through to a resolution rather than
passing them on
● Record every interaction accurately
● Stay current on hotel features, local attractions, and
seasonal information so you can answer guest questions confidently
● Address guest questions and concerns with empathy and a
solutions-driven approach
● Work within call quality standards and compliance
guidelines
● Participate in ongoing coaching and performance reviews
Requirements
What
You Need
● Advanced English, verbal and written you will be
assessed on this
● Secondary school completed
● 1 year or more in customer service
● Excellent verbal communication and active listening
skills
● Comfortable navigating multiple computer systems while
holding a conversation
● Flexibility to work evenings, weekends, and holidays as
needed
Nice
to Have
● Some college or hospitality/travel education
● Previous hospitality or contact center experience
● Passion for hospitality and travel
Benefits
What
We Offer
● A growth/performance bonus tied to quality and
productivity
● Ongoing coaching and a clear path to grow within Dash BPO
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