Book Your Block is an award-winning leader in event lodging, leveraging innovative technology and groundbreaking communication systems to provide a comprehensive and expertly managed event housing solution.
We seek a highly motivated and confident individual to join our team as a Customer Experience Specialist. The ideal candidate will have experience in hotel front desk operations and a strong understanding of booking policies. Supervisor experience is preferred.
Location, Hours & Compensation:
- Monday - Thursday: 12:00 pm - 8:00 pm
- Friday: 2:00 pm - 10:00 pm
- Must have flexibility for some weekends and holidays.
- Remote position with the ability to meet the US team on the East Coast for pre-organized in-person meetings.
- Initial training period: 5 days in person with a senior associate.
- Competitive pay and paid training.
- Opportunities to progress within a fast-growing company.
Key Responsibilities:
- Answer incoming phone calls and respond to customer inquiries promptly and professionally.
- Provide exceptional customer service, resolving any issues or concerns promptly and effectively with hotels, group leaders, and guests.
- Document detailed and accurate records of all guest interactions and bookings.
- Liaise with group leaders to understand their sports event preferences and requirements.
- Provide guidance on hotel booking options, policies, and procedures.
- Make outgoing calls to group leaders to secure hotel accommodations and ensure all details are confirmed.
- Monitor event progress and hotel inventory, advising on adjustments as necessary.
- Collaborate with hotel partners to ensure availability and compliance with booking requirements.
- Assist with other duties as assigned by management.
- Manage hotel blocks with the Hotel Contact.
- Work alongside the Hotel Contact to ensure attendee reservations are confirmed in the system.
- Maintain accurate and up-to-date hotel, group, and customer records in the CRM system.
- Communicate with clients and coordinate staff room requirements with the Head of Hospitality and Operations.
Required Skills:
- Confident in communicating on the phone with guests and hotel partners.
- Excellent organizational skills and attention to detail.
- Strong written and oral communication skills in English.
- Proficient typing and data entry skills.
- Attention to detail and confidence in using CRM software and other relevant tools.
- Active listener with excellent phone skills capable of implementing sound judgment.
- Ability to work independently from home with access to a dedicated workspace and computer with no distractions.
- Desire to contribute to the team, provide feedback, and suggest ideas for improvement.
Qualifications:
- Minimum of one year of experience in a hotel front desk role or hotel booking company.
- Excellent communication skills, both verbal and written.
- Strong organizational and multitasking abilities.
- Comfortable with making and receiving phone calls.
- Familiarity with hotel booking systems and policies.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and as part of a team.
- Must have a computer and access to a secure high-speed Wi-Fi connection at the place of residence.
- Must have a dedicated workspace for working from home.
Preferred Skills and Experience:
- Degree in Hotel, Restaurant, Tourism Management, or a related field (preferred but not essential).
- Knowledge of sports events and related travel requirements (a plus).
- Customer Service Supervisor experience.
- Knowledge of hotel inventory management.
Benefits:
- Competitive salary of between $37,050 - $41,000 depending on experience
- Opportunities for professional growth and development.
- A supportive and collaborative team environment.
- Ongoing training.
- Paid holidays plus 10 days vacation per year.
- Eligibility for the company profit share program.
- Hotel discounts.
Join us and be part of a team that is revolutionizing event lodging!
Job Type: Full-time
Pay: $37,050.00 - $41,000.00 per year
Benefits:
- On-the-job training
- Paid time off
- Professional development assistance
- Work from home
Experience level:
Shift:
- 8 hour shift
- Evening shift
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
Experience:
- Travel planning: 1 year (Required)
Shift availability:
Ability to Commute:
- Summerville, SC 29486 (Required)
Ability to Relocate:
- Summerville, SC 29486: Relocate before starting work (Required)
Work Location: Hybrid remote in Summerville, SC 29486