About the role

Customer Service Agent supporting hotel guests with inquiries, bookings, changes, and cancellations. Identifying upgrades and promotions while delivering contact-center services for hospitality brands.

Responsibilities

Deliver professional guest support via phone and/or email
Respond to guest inquiries through phone, email, and/or chat
Provide accurate information about hotel properties, amenities, policies, reservations, and services
Assist guests with booking, modifying, and cancelling hotel reservations
Identify opportunities to secure bookings and recommend room upgrades, promotions, and additional offerings
Address guest questions, concerns, and objections to help secure reservations
Document guest interactions and reservation details in booking systems and other platforms
Follow service guidelines, booking procedures, and sales processes
Maintain knowledge of assigned client brands, properties, promotions, and reservation policies
Use softphone applications, email, web browsers, and internal systems
Meet expectations for service quality, productivity, accuracy, and sales performance
Complete required training and remain current on procedures, systems, and client expectations
Represent the client’s brand professionally in every guest interaction

Strong written communication skills for email-based positions and/or strong verbal communication skills for phone-based positions
Customer-focused mindset and ability to adapt communication style to different guest needs
Sales-oriented approach, including identifying opportunities, recommending options, addressing objections, and securing bookings
Strong problem-solving, organizational, and attention-to-detail skills
Ability to manage multiple tasks and navigate computer systems efficiently
Ability to work independently in a remote environment and contribute positively to a team
Comfort working toward performance targets in a structured, metric-driven environment
Proficiency with basic computer applications and web-based systems, including Microsoft 365
High school diploma or equivalent
Ability to successfully complete a criminal record check, where required
Legal authorization to work in Canada
Fluency in English is required
Dedicated, quiet, and private workspace with a door
Ergonomic desk and chair
High-speed internet with approved hard-wired connection
Previous contact centre, customer service, sales, reservations, or hospitality experience is preferred
Experience with booking systems, CRM tools, or customer service platforms is preferred