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Bluemont Hotel is seeking a Virtual Live Chat Representative to join our team. As a Virtual Live Chat Representative, you will interact with our guests via the hotel's website and social media channels in real-time in order to provide exceptional customer service. Your job will be to resolve customer inquiries, process reservations, and support general guest inquiries as needed. You will be responsible for ensuring that guests have a great experience from the moment they land on our website to the time they book their stay.

Responsibilities

• Respond to inquiries via live chat and social media channels in a timely and professional manner.
• Manage and process guest reservations according to established guidelines.
• Provide technical assistance and troubleshooting for guests with website and booking issues.
• Utilize scripts and guidelines to address common inquiries and concerns as directed by the hotel management.
• Conduct follow-up conversations with guests to ensure their satisfaction with the service provided.
• Communicate and coordinate with hotel departments to resolve guest issues as needed.
• Maintain accurate records of conversations and transactions in the hotel's customer relationship management system.

Requirements

• At least 1 year of customer service experience in a hospitality setting.
• Strong communication skills, both verbal and written.
• Ability to multitask and prioritize work in a fast-paced environment.
• Patience and empathy when handling difficult or frustrated customers.
• Familiarity with social media platforms, including Facebook, Twitter, and Instagram.
• Proficient in Microsoft Office and customer relationship management software.
• Flexibility to work a variety of shifts, including evenings and weekends.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)