[Hiring] Call Center Agent @BARDO Hotels

Role Description

Our team at LEFT LANE Hospitality is looking for a warm, polished and knowledgeable Call Center Agent to join our centralized Guest Services team, supporting multiple properties across our growing portfolio, currently Hotel Bardo Savannah and Recess Hotel & Club. This is a remote, U.S.-based role. The Call Center Agent is often the very first voice a guest hears, making this team member a true “impression maker” who brings each brand to life over the phone, email and chat. The ideal candidate is a confident, organized communicator who can move seamlessly between distinct properties and brands and turn every inquiry into a booking, a solution, or a reason to come back.

What you'll do

• Reservations and Sales: Handling inbound calls, emails and chats for every property in the portfolio; booking, modifying and canceling reservations; and converting inquiries into confirmed stays by presenting room types, rates, packages and upgrades.
• Multi-Property Expertise: Maintaining in-depth knowledge of each property's rooms, amenities, dining, events, policies and brand voice, and representing each property accurately and distinctly on every interaction.
• Meeting Guest Needs: Serving as a point of contact for pre-arrival and in-stay requests, answering questions, capturing all guest preferences, dietary requirements, celebrations, and accessibility needs during the reservation call so property teams can deliver on them from arrival, and routing requests to the right on-property team.
• Resolving Issues: Addressing billing questions, reservation concerns and service complaints with poise, documenting each case, and escalating to property leadership when appropriate.
• Building Relationships: Partnering closely with Front Office, Sales, Revenue, Concierge and Food & Beverage teams at each property to ensure seamless hand-offs and a consistent guest experience.
• Accuracy and Systems: Entering and updating reservations, guest profiles and notes accurately in the property management and reservation systems, and following all payment card and data privacy procedures.
• Ensuring Standards: Meeting service and productivity standards (such as call quality, response time and conversion), participating in call reviews and coaching, and sharing ideas to improve the guest experience.

Qualifications

• Hospitality, reservations or call center experience, ideally in a luxury or lifestyle hotel environment; sales or upselling experience preferred.
• Communication and interpersonal skills, including a warm phone presence and polished written communication, are crucial.
• Proficiency with the luxury hospitality reservations stack: SynXis VoiceAgent for central reservations, StayNTouch for property management, and Revinate (formerly NAVIS) for guest CRM and call intelligence. Prior experience with any of these systems is strongly preferred; demonstrated ability to ramp quickly on new tools is required.
• Strong organizational skills and attention to detail are necessary for managing a high volume of inquiries across multiple properties.
• The ability to handle unexpected requests, resolve issues with poise, and adapt to changing guest needs is important.
• Self-motivation and the ability to work independently, stay connected with a distributed team, and remain focused in a remote environment are required.
• LQA training or certification is a plus; familiarity with Forbes Travel Guide service standards is also valued.
• Must be based in the United States.
• A quiet, distraction-free home workspace and reliable high-speed internet, plus availability to work a flexible schedule that includes evenings, weekends and holidays.

Benefits

• Medical, dental, vision and wellness benefits for eligible full-time team members.
• Company-matched 401(k) with fast vesting.
• Up to 20 days of paid time off, paid holidays and a paid birthday.
• Employee rates at select Leading Hotels of the World properties.
• Discounts at Highgate hotels worldwide.
• Referral incentives and guest recognition programs.
• Career development opportunities across a growing hospitality portfolio.
• Opportunities to learn, lead and build a career alongside an ambitious hospitality team.