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Call Center (Reservations) Agent, Magnolia Denver

posted on 2013-07-29 / Denver, CO

Summary:

Projecting your helpful personality through the phone is a key function of a CRO Agent.  As the live contact for guests making reservations or inquiring about our fabulous hotels, CRO Agents need to make a great first impression of service, efficiency, and thoroughness.

 

Here is what Allison P. from the Denver Magnolia Hotel says about being a CRO Agent. “Working for Magnolia Hotels for the past two years has been a great experience.  I am able to take pride in my job because our hotels are upscale and well kept.  I love telling my friends and family about our hotels since they are always impressed with what they hear. Working in the central reservations department I work closely with all 5 of our properties.  There is a great sense of camaraderie everyday and feeling like a team since we all work so closely together and rely on each other.  I am treated with respect by my supervisors and they make me feel like I am an important part of the company.  I have been very happy with the amount of employee recognition that goes on within the company.  Every month we have an employee of the month celebration, and once a quarter the manger of the quarter is announced.  After my first 90 days I was given a reasonable benefits package.  On my one year anniversary of being with the company I was given 2 weeks paid vacation as well as a great 401K package.  We are provided with one free meal per shift which has helped me save money by not going out for lunch.  We are also provided with anEcoPassat a discounted rate so I am able to take public transportation to work everyday. I have worked in the hospitality industry for over 6 years now and Magnolia Hotels is by far the best company I have worked for.”     

 

Job Description:

Some duties and responsibilities of the CRO Agent include:

  • Project your guest service personality over the phone to the guests
  • Become a “living Google” of our Hotel services, amenities, location and surrounding services
  • Utilize sales skills when booking reservations or answering inquires
  • Practice efficiency using the booking software so each reservation is perfect
  • Utilize service recovery skills in solving guest issues

 

Some Brand Guest Service Standards for the CRO Agent position include:

  • We will always speak positively about the Hotel, the guests and each other
  • Any guest concern becomes my highest priority and will be resolved to the best of my ability
  • We are professionals at our jobs and shall behave as such
  • Guest service is every employee’s first job

 

Some desired qualifications of the CRO Agent position include:

  • People who like helping people and being friendly no matter the work situation
  • Think fast, act quick, display grace under pressure
  • Great computer keyboard skills and proficiency
  • Good communicator

apply online


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