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Guest Resolution Agent in Orlando, FL at Holiday Inn Club Vacations

Date Posted: 4/12/2019

Job Snapshot

Job Description

POSITION OVERVIEW:

This position will be responsible for providing superior customer service to marketing package guests. This team will be responsible for handling all escalated phone calls that call into reservations. Additional phone calls will be taken while the team is in queue and all escalations have been handled.

 

ESSENTIAL DUTIES AND TASKS:

  • Responsible for deescalating upset guest.
  • Ensuring guest receive an agreeable resolution to their issue.
  • Take calls and produce tours as needed.
  • Provide guest with great service and offer restitution to ensure a satisfactory stay and tour.

 

Job Requirements



QUALIFICATIONS:

 

  • Minimum two years call center experience preferable.
  • Must possess basic data entry and word processing skills.
  • Must have the ability to look up dates, while servicing guest on the phone. Plus the ability to input accurate notes pertaining to guest contact and or needs.
  • Requires superior organizational and tracking skills and the ability to navigate through the Internet while on phone with the guest.

 



ESSENTIAL FUNCTIONS:

 

  • Maintain an upbeat, positive, and motivated demeanor
  • Able to read/write/speak the English language, Spanish a plus
  • Able to work a variable schedule, including evenings and weekends, based on call center needs