Sr Agent Guest Relations

US-OH-Columbus
2 months ago

Overview

Company:

G6 Hospitality -

POSITION SUMMARY:

The Contact Center Senior Agent position is responsible for working with the entire supervisory team to ensure integrity of service, efficiency of operation and commitment to customer satisfaction. Reporting directly to the Operations Supervisor, the Senior Agent is responsible for assisting supervisors with the day-to-day tasks. They will also provide the agents with escalated customer support. This position will interact with property staff members on behalf of the contact center and agent staff.  Senior Agents must possess a strong knowledge of the Motel 6 and Studio 6 policies and procedures as well as a strong understanding of the Central Reservations Booking system.

 

Senior Agent Position

  • Hours 6:30 p.m. to 3:00 a.m.
  • Days Tuesday through Saturday

 

 

About G6 Hospitality

Whether you’re working at our headquarters in Carrollton or at one of our Motel 6 or Studio 6 locations, you have the unique opportunity to connect and leave a positive impact on those who visit us every day, in a real and meaningful way.

 

As an iconic brand in economy lodging, we live to serve both our guest and our team members, equally. We seek out those who have a Heart for Service and a desire to grow with our organization. We provide our team members competitive benefits, in addition to leadership coaching and development opportunities through robust training and forums. Plus, with our Operation Next Step program we are committed to honoring and supporting our veterans and military spouses by creating opportunities to take that next step in their career with us.

 

At Motel 6/ Studio 6, we work hard but we make sure to show our appreciation for our team members’ contributions during our CEO Awards, Team Member Appreciation Month, Veterans Day events, in addition to providing incentives for our frontline team members.

 

If you have a service attitude, a desire to transform your career and have an entrepreneurial spirit, we look forward to having you join our team!

 

To apply, please click on the application link, or send resumes to

careers@g6hospitality.com

Responsibilities

ESSENTIAL FUNCTIONS:

The individual occupying this position must be able to perform essential job functions set forth below with or without reasonable accommodation.

 

Primary Duties & Responsibilities:

This document in no way states or implies that these are the only duties to be performed by the individual occupying this position. This is a representative list of the general duties, and it not intended to be all-inclusive.

 

  • Assists property staff as required and provides support to properties when calling with questions or concerns
  • Handles escalated reservation calls from guests and customer complaints
  • Handle agent questions and booking problems
  • Handles daily shift tasks; may include: arrivals reports, 3rd party authorizations, etc.
  • Assist support departments as needed (GR, OTA, and Groups)
  • Assists with mentoring, coaching and providing feedback to agents when needed
  • Tactfully maintains effective, efficient and cooperative call control using active listening, empathy and apology statements
  • Confidently follows the appropriate course of action and procedures for the requested action
  • Knowledgeably operates the functions of the CRS, including Daily Ops, Guest Program, Maintenance CRS Reports
  • Advises management and supervisors of any potential issues or problem situations
  • Assist support departments (GR, OTA, QA and Groups)
  • All other duties as needed or requiredJob Requirements:
  •        
  • Ability to communicate effectively and professionally with customers and other Team Members
  • Multi-tasking and ability to prioritize workload
  • Works within the appropriate level of independence
  • Functions in a fast paced environment
  • Demonstrates reliable, excellent attendance
  • Commitment to consistently demonstrate behavior that is aligned with company norms and values
  • Maintains flexibility with schedule and work assignments
  •  

Qualifications

MINIMUM QUALIFICATIONS AND SKILLS:

  • High school diploma or general education degree (GED)
  • Solid knowledge of Motel 6 and Studio 6 booking policies and procedures
  • Solid understanding of the Central Reservations System
  • Consistent professional behavior and interactions
  • Confidentiality is required
  • Must be self-motivated and receptive to coaching and continuing skill development as needed
  •  

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