Call Center Agent Job at Lake Nona Wave Hotel in Orlando

Overview

You will be a key ambassador of the Wave Hotel experience, serving as the first point of contact for guests. In this well-rounded role, you will provide intuitive service while assisting with room reservations, food and beverage offerings, spa inquiries and insights into our surrounding area. You will confidently manage guest inquiries, ensure accurate booking details, and offer customized recommendations that reflect our distinctive lifestyle-driven brand. Your sincere enthusiasm and in-depth knowledge of our property will help create exceptional, seamless experiences from the very first interaction.

At CoralTree Hospitality, we're committed to enriching your career and life experiences through unparalleled benefits that support your personal and professional growth. Joining the CoralTree team means gaining access to an exceptional benefits package designed with you in mind. Join us and discover a workplace where your contributions are valued and rewarded every day.

• Explore Freely: Team Member Travel Program with complimentary and discounted stays at CoralTree Hospitality properties.
• Share the Experience: UNLIMITED Friends and Family discounted rates.
• Comprehensive Health Coverage: Medical, dental, vision, life, disability benefits, including dependent care and pet insurance.
• Build for the Future: 401(k) plan with company match.
• Support When You Need It: Employee Assistance Program for personal challenges.
• Enriched Lifestyle: Paid vacation, sick days, and holidays.
• Exclusive Discounts: Team member discounts from top brands in travel, entertainment, and retail.

As a member of the Lake Nona Wave Hotel team, you'll also benefit from:

• Enhanced Wellness: Special rates at the Lake Nona Performance Club.
• Culinary Delights: Discounts at Tavistock Group Restaurants.
• Complimentary, Convenience, and Comfort: Team member meals, uniforms, and parking.

Responsibilities

• Professionally and warmly answer all incoming calls with enthusiasm and efficiency, delivering exceptional service and creating positive, memorable experiences for guests and associates alike.
• Respond to guest inquiries via the hotel’s text platform for timely, personalized service across channels.
• Adhere to Forbes, LQA, and AAA standards to ensure a consistent, elevated level of service.
• Collaborate with departments related to guest inquiries (Housekeeping, Food & Beverage outlets, Welcome Desk, Guest Relations).
• Stay informed about pool and recreation areas, hours, events, and cabana or daybed offerings to assist guests and upsell where appropriate.
• Engage with guests to understand dining preferences and assist with reservations; upsell premium dining options or events when applicable.
• Knowledge of all Food and Beverage outlets, hours, menus, and events.
• Answer inquiries about hotel services, facilities, and surrounding area.
• Understand guest room layouts, bed types, décor, and room types offered.
• Book room reservations with a focus on revenue and upselling opportunities; enter reservations into platforms per SOPs.
• Coordinate with Sales on group bookings; maintain organized files and monitor department inboxes for timely responses.
• Manage reservations including VIPs, packages, and promotions; handle deposits and upsell opportunities.
• Performance evaluated based on call quality and revenue from captured calls and bookings conversions.
• Participate in team meetings and share insights to optimize revenue and guest experience.
• Send confirmations and itineraries as required; maintain accurate records and communications.
• Proactively anticipate guest needs and coordinate with relevant departments to ensure seamless service.
• Multitask in a fast-paced environment with attention to detail, proper grammar, and professional guest communications.
• Serve as primary point of contact by managing internal and external calls with clear, courteous interactions.
• Identify guest preferences and recommend personalized spa experiences to enhance the stay and drive revenue.
• Ensure spa-related communications align with Forbes and LQA standards; maintain knowledge of spa hours, policies, and cancellation terms.
• Be proficient in the spa reservation system to create, modify, and cancel appointments; align availability with treatment timing and therapist scheduling.
• Maintain knowledge of all spa treatments, services, room and spa package offerings, and seasonal promotions to support upselling.

Qualifications

• Previous experience delivering high-quality service. Excellent phone skills are needed.
• Ability to create memorable experiences through effective communication in English (verbal and written).
• Flexible schedule availability including AM/PM shifts, weekends, and holidays.
• High School Diploma; Hospitality, Business or Revenue Management majors preferred.
• Strong customer service and sales experience; excellent written and verbal communication.
• Able to multitask handling calls, texts, and emails with information delivery.

Desirable/Would Like

• Previous Reservation/Front Office/F&B experience in a luxury environment.
• Bilingual in English and Spanish; additional languages a plus.
• Proficient in Microsoft Office and various hotel management systems.
• Knowledge of Forbes, LQA, AAA Standards; experience with SynXis, HMS, OpenTable preferred.
• Problem solving and critical thinking skills; demonstrated sales techniques.

#LakeNonaWaveHotel