Call Center Operator

"Working with Domes is like being part of a family, it's like coming home."

Are you ready to become member of one of the fastest paced hospitality Group? Do you want to be part of a growing Reservations team?

At the Domes Resorts, as we expand with new Resort openings on an almost annual basis, our main goal is to create a unique environment for both our guests and our people.

By joining the Domes corporate & regional teams, you instantly play a vital role in our development, by assuming a position that will set you apart from the competition and allow you to develop meaningful relationships and grow personally and professionally, in a safe, strong, and sustainable environment.

Are you a passionate and experienced Call Center Operator looking for a new challenge in the hospitality industry?

Join our dynamic team at Domes Resorts and be responsible for serving as the primary point of contact for guests, handling reservations, inquiries, and complaints with professionalism and efficiency. The role also provides detailed information about hotel services, assists with booking and modifying reservations, and collaborates with various departments to ensure seamless service delivery. With a focus on guest satisfaction, the role resolves concerns promptly, promotes additional hotel offerings, and maintains accurate records of interactions, all while embodying the brand's commitment to excellence.

The main responsibilities include:

• Reservation Assistance
• • Manage inbound calls to assist guests with booking, modifying, or canceling reservations in line with hotel policies.
• Provide detailed information on room availability, rates, promotions, and package deals.
• Guest Inquiry Support & Complaint Resolution
• • Respond to inquiries about hotel services, amenities, locations, and nearby attractions.
• Offer personalized recommendations based on guest preferences and requirements.
• Handle guest complaints or concerns with empathy and professionalism, ensuring a satisfactory resolution.
• Escalate complex issues to the appropriate hotel department or supervisor as needed.
• Cross-Department Coordination
• • Collaborate with reservations, front desk, and other hotel teams to address guest requests and ensure seamless service delivery.
• Communicate updates or changes to reservations and other guest-related matters efficiently.
• Sales and Upselling
• • Promote additional hotel services, such as spa treatments, dining experiences, and event packages, to maximize revenue.
• Encourage upgrades or add-ons to enhance the guest experience.
• Record Keeping
• • Accurately log guest interactions and booking details into the reservation system or CRM.
• Maintain records of recurring questions and guest preferences to support personalized service.
• Self-Development & Team Development
• • Enhance both personal and team knowledge and skills to stay relevant and up-to-date with changing trends and directions in your function.
• Prepare yourself and your team for additional responsibilities and potential roles within DOMES Resorts.

Requirements

• High school diploma or equivalent (Bachelor's degree in Hospitality or a related field preferred).
• Previous experience in a call center or hospitality industry is preferred.
• Excellent written and verbal communication skills with a strong command of the English language.
• Proficiency in using reservation systems, CRM platforms, and Microsoft Office Suite.

What you will bring:

• Strong problem-solving skills and the ability to think and act quickly on your feet.
• Exceptional multitasking abilities with the capacity to handle multiple chat conversations simultaneously.
• Demonstrated ability to remain calm and professional in stressful situations.
• Detail-oriented with a high level of accuracy in data entry and documentation.

Benefits

• Becoming a member of an organization, the number one priority is its people, it cares about their well-being, and it gives them room to grow and develop their skills.
• Various and diverse opportunities within the Group.
• Feeling safe and secure within a fast-paced organization.
• Competitive remuneration package.

If you are a self-motivated individual with a passion to make a significant impact in the hospitality industry, we want to hear from you. Be part of an exciting journey to self-grow at Domes.

To apply, please submit your resume and cover letter. Only shortlisted candidates will be contacted for an interview.

We thank you for your interest in joining our team.

Domes Resorts is an equal opportunity Employer.

All applications will be treated in strict confidentiality.