Hospitality ​/ Hotel ​/ Catering SERVICE, Customer Service Rep

Join White Lodging's At Your Service team and be the first point of contact for guests at our premium-branded hotels. In this role, you'll handle incoming calls, manage reservations, respond to guest requests, and coordinate with hotel departments to ensure prompt, accurate service. You'll use hotel systems to log and follow up on requests while maintaining a warm, professional manner. White Lodging offers structured training, clear career paths, and a people-first culture that rewards strong performance and supports growth across hotel operations and hospitality careers.

Responsibilities

• Answer and route incoming guest calls in a courteous, efficient manner
• Process reservations, changes, and cancellations using hotel systems
• Log, track, and follow up on guest requests and service orders
• Coordinate with front desk, housekeeping, and maintenance to resolve issues
• Provide accurate information about hotel services, amenities, and local area
• Handle guest concerns and escalate complex issues when needed
• Maintain accurate records in property management and call tracking systems
• Adhere to brand standards and service protocols for every interaction
• Support peak periods with flexible scheduling, including nights and weekends
• Participate in required training and contribute to a positive team culture

Required Skills

• Customer service
• Hospitality operations
• Call handling systems
• Reservation platforms/PMSData entry accuracy
• Written and verbal communication
• Conflict de-escalation
• Time management
• Multitasking in fast-paced environment
• Basic computer skills