Concierge Agent – Guest Experience Specialist

About the role

The Concierge Agent delivers exceptional guest experiences in a contact‑center environment, turning inquiries into memorable vacation plans. You will combine sales techniques, attentive service, and detailed product knowledge to exceed booking conversion targets and satisfaction scores.

Key responsibilities

• Handle inbound guest inquiries across multiple brands, providing accurate and timely responses.
• Resolve complaints and troubleshoot issues while processing payments efficiently.
• Maintain up‑to‑date product and procedural knowledge to address guest needs effectively.
• Document call outcomes, agreements, and payment details in the CRM system.
• Identify opportunities for new business practices and suggest procedural improvements.
• Achieve and surpass performance KPIs such as Guest Satisfaction, Quality Scores, and conversion rates.
• Enter and update client information, ensuring data accuracy.
• Collaborate with teammates, assist colleagues, and contribute to a positive team environment.

Required profile

• Strong customer‑service orientation with a focus on delivering memorable experiences.
• Excellent communication skills and the ability to understand guest needs quickly.
• Detail‑oriented mindset with a commitment to high‑quality outcomes.
• Proactive attitude toward meeting and exceeding performance targets.
• Ability to work collaboratively in a fast‑paced contact‑center setting.

Required skills

• Proficiency with CRM software for managing guest interactions and payments.