job description
Are you a travel enthusiast with a passion for delivering world-class customer service? TTEC is looking for enthusiastic individuals to join our team in Santa Rosa as a Hotel Reservation Specialist. In this permanent role, you will be the first point of contact for travelers worldwide, helping them create memorable experiences by assisting with their booking inquiries, modifications, and support needs.
As part of our dynamic team, you won't just be answering calls; you will be an advocate for our brand, ensuring that every guest receives seamless service. We value your commitment to excellence and offer a supportive, inclusive environment where you can thrive, learn, and grow your career. If you are tech-savvy, communication-driven, and ready for a new challenge, we want to hear from you!
Responsibility
- Manage inbound calls and inquiries related to hotel reservations and booking adjustments.
- Provide professional, accurate, and timely information to guests regarding hotel amenities, policies, and availability.
- Navigate multiple software platforms to process transactions and update guest profiles.
- Collaborate with team leaders to resolve escalated customer concerns effectively.
- Maintain high levels of customer satisfaction (CSAT) by delivering empathetic and solution-oriented service.
- Contribute to team success by meeting or exceeding performance metrics and quality benchmarks.
- Stay updated on the latest travel trends and operational procedures to ensure high-quality service delivery.
Qualifications
- High school diploma or Senior High School graduate; college experience is a plus.
- Excellent verbal and written English communication skills.
- Strong computer literacy and ability to multitask between different applications.
- Previous experience in customer service, hospitality, or a BPO environment is preferred but not required.
- Ability to work in a fast-paced environment and adapt to shifting priorities.
- Exceptional problem-solving skills and a customer-centric mindset.
- Amenable to working on a shifting schedule, including weekends and holidays.