Graduate Hotels® is seeking a Contact Center Specialist to join our Louisville, KY Contact Center and its brilliant team of hospitality enthusiasts.

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

We are a diverse team of experience 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.

Graduate Hotels is proud to be Great Place to Work-Certified™, proving that our associates feel our commitment to cultivate a culture of inspirational and supportive leadership.

JOB DUTIES AND RESPONSIBILITIES

• 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 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 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.

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

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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