Contact Center Specialist

Guest Reservations And Customer Experience Specialist

Schulte Hospitality Group is seeking a dynamic, service-oriented Guest Reservations And Customer Experience Specialist to join our team in the corporate office in Louisville, Kentucky! SHG is an organization whose success is rooted in its service culture. Our mission is to exude hospitality, be respectful and authentic, prioritize the needs of our internal and external stakeholders above our own, and continuously strive to make a positive impact in all we do. We are passionate hoteliers eager to add like-minded people to our rapidly growing team!

What's in it for you? When you join SHG you'll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people! SHG provides a rewarding, fun and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company and a robust benefit package including, but not limited to:

• Competitive Wages, Consistent and Flexible Scheduling
• Work Today, Get Paid today, with Daily Pay!
• Free Telemedicine and Virtual Mental Health care access for All Associates starting day one!
• Multiple Health Insurance and Life Insurance options
• 401k Plan + Company Match
• Paid Parental Leave
• Paid Time Off
• Holiday Pay
• Pet Insurance
• Employee Assistance Program
• Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + more!

Our Company: Schulte Hospitality Group is a division of Schulte Companies, a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants.

Job Duties And Responsibilities

• Assist guests with all reservation requests, including new bookings, modifications, and cancellations - across phone, chat, fax, and other communication channels, delivering a seamless and welcoming experience.
• Engage guests through attentive listening, asking thoughtful questions to understand their needs and recommend the best accommodations and services.
• Maintain a deep understanding of each property, highlighting key features and amenities in a way that reflects the brand's commitment to exceptional hospitality.
• Stay up to date on brand programs, promotions, and initiatives to accurately inform and delight guests.
• Confidently represent the brand by answering general brand-related questions and guiding guests with clarity and professionalism.
• Resolve guest concerns with care and efficiency, ensuring every interaction reinforces trust and satisfaction.
• Identify and direct group and corporate inquiries to the sales team to support future business opportunities.
• Accurately maintain and update group blocks, ensuring availability and details are always current.
• Answer every call with polished hospitality etiquette, balancing professionalism with warm, personalized service.
• Utilize provided sales and hospitality training tools to continuously elevate service and reservation-selling skills.
• Confirm and recap reservation details thoroughly, ensuring guests clearly understand all policies and important information.
• Communicate special requests, VIP needs, and urgent matters promptly to hotel teams to ensure flawless execution.
• Regularly review and stay knowledgeable of property offerings, amenities, and unique experiences to confidently guide guests and enhance their stay.

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
• 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

The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company's Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process.

Schulte Hospitality Group is an Equal Opportunity Employer.