Job description

Graduate Hotels® is seeking a Contact Center Lead to join our team building a guest-centric contact center for our guests to hear our story and reserve rooms in our collection of hotels across the country.

Our Contact Center Specialists are responsible for ensuring customer satisfaction with regards to all requests for room reservations, changes, cancellations, and information. Accomplishing this by making our brand promise while using all available sales techniques and resources to maximize revenue. Our Contact Center Lead will support, train, and assist leadership in special projects to support the center and all of the associates.

Graduate Hotels builds authentic, playful spaces that connect travelers, students, and locals. Through thoughtfully curated design, creative F&B and community-focused events, we create hotels worthy of their hometown.

We are a diverse team of experienced makers and storytellers. As a Graduate Hotels team member, you are the local insider shaping guest experiences. Our goal is to make every guest feel like a local even if it's their first time in town. In order to help you deliver on that goal, we encourage our team members to embody the same mindset as our guests through Graduate experiences and encouraged community exploration with local establishments.

Our teams excel in delivering top results while introducing clients and guests to the design and service that have made us one of the fastest-growing lifestyle brands in the country. There is never one right answer in hospitality. Come share your past experiences with us, to help write this textbook on service.

POSITION RESPONSIBILITIES:

• Process all reservation requests, including changes and cancellations by phone, chat messaging, fax or other channels for all properties in an efficient, accurate and courteous way.
• Determine callers needs through active listening and using probing questions to satisfy and sell to those needs.
• Maintains a complete knowledge of each property to effectively sell the hotel and its services.
• Maintain an ongoing knowledge of Graduate 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 issue with proper resolution.
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Devise ways to optimize procedures and keep staff motivated
• Ensure standards, policies, and procedures are understood and followed through on
• Keep management informed on issues and problems
• Updates attendance and systems tracker daily

DESIRED EDUCATION AND EXPERIENCE:

• Minimum of High School education, post-high school education preferred
• Minimum of 2 year in customer service role or sales experience preferred

KNOWLEDGE, SKILLS AND ABILITIES:

• Proven experience as call center Lead or similar supervisory position
• Outstanding communication and negotiation abilities
• A results-oriented approach
• Excellent organizational and leadership skills
• Ability to work calmly under pressure, manage time well, meet imposed deadlines and be flexible
• Comprehensive knowledge of technical and managerial applications of Outlook, PMS, reservation and phone systems, Microsoft Office and all other appropriate PC applications. **
• Proven call quality scores
• Must have the ability to provide constructive feedback and coach agents on proper selling techniques as required
• Must have effective listening skills
• Must be able to clearly communicate ideas and information using both verbal and written channels
• Analytical approach to problem solving
• Ability to manage time well and be flexible
• Ability to work nights, overnights, and weekends

About Graduate Hotels®:
Graduate Hotels is a hand-crafted collection of hotels that reside in dynamic university-anchored towns across the country. Each hotel pays homage to the heritage of its unique town through cultural nods to the local community. Launched in 2014, there are currently 35 hotels across the U.S. and U.K. Graduate Hotels is owned by Adventurous Journeys (AJ) Capital Partners, a vertically integrated real estate developer, owner and operator. For more information on Graduate Hotels, please visit www.graduatehotels.com.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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