Senior Contact Center Specialist - Schulte Companies

Schulte Hospitality Group is seeking a dynamic, service-oriented Senior Contact Center Specialist to join our team! SHG is an organization whose success is rooted in its service culture. Our mission is to exude hospitality, be respectful and authentic, prioritize the needs of our internal and external stakeholders above our own, and continuously strive to make a positive impact in all we do. We are passionate hoteliers eager to add like-minded people to our rapidly growing team!

What’s in it for you? When you join SHG you’ll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people! SHG provides a rewarding, fun and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company and a robust benefit package including, but not limited to:

Work Today, Get Paid today, with Daily Pay!

Free Telemedicine and Virtual Mental Health care access for All Associates starting day one!

Multiple Health Insurance and Life Insurance options

401k Plan + Company Match

Paid Time Off

Holiday Pay

Pet Insurance

Employee Assistance Program

Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + more!

Our Company: Schulte Hospitality Group is a division of Schulte Companies, a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants.

JOB DUTIES AND RESPONSIBILITIES

* Will assist callers that use our specific University/Hospital Services call-in lines with all reservation needs including booking, billing, and special requests.

* Will specifically maintain all chat functionality from both website and booking engine.

* Process and validate all Best Rate Guarantee claims submitted by hotels.

* Maintain all pertinent email boxes and address any concerns, booking opportunities, or special requests that are communicated via email.

* Will specifically assist with all VIP guests including those requests from hotel ownership.

* Will be responsible for selling Graduate Homes in all markets.

* Process all reservation requests, including changes and cancellations by phone, chat messaging, fax, or other channels for all properties.

* Determine callers' needs through active listening and using probing questions to satisfy and sell to those needs.

* Maintains a complete knowledge of each property in order to effectively sell the hotel and its services.

* Maintain ongoing knowledge of brand programs and initiatives.

* Must be able to speak to the brand and answer general brand questions.

* Must have the ability to handle guest service issues with proper resolution.

* Refer group and corporate leads to the sales department.

* Maintain and update group blocks.

* Answer all phone calls using proper selling techniques and maintaining the utmost in professionalism while personalizing each call.

* Utilize the sales training plan to upgrade selling skills.

* Recap all reservation information and ensure that all reservation policies are communicated effectively with each reservation/call

* Communicate to hotels in a timely manner all special requests and urgent matters.

* Studies and keeps knowledgeable of all properties and their amenities.

* Any other duties as assigned.

EDUCATION AND EXPERIENCE

* Minimum of High School education, post-high school education preferred

* Minimum of 1 year in customer service role or sales experience preferred

KNOWLEDGE, SKILLS AND ABILITIES

* Ability to multi-task, prioritize and work in a fast-paced environment

* Must be able to quickly learn and adapt to new systems

* Ability to manage time well, meet imposed deadlines and be flexible

* Comprehensive knowledge of technical and managerial applications of Outlook, PMS, CRES, Microsoft Office, and all other appropriate PC applications. **

* Operational knowledge of all corporate support/functions

*The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company’s Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process.

*Schulte Hospitality Group is an Equal Opportunity Employer.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled