Customer Contact Agent

The Customer Contact Agent will be responsible for ensuring that all internal guests queries, issues, or concerns are facilitated in a courteous, timely, and professional manner.

About Us

The Crane Hotel, is a premier luxury resort in Barbados.  Join us and be part of a dynamic team in a prestigious hotel known for its exceptional service and breathtaking views.

The Opportunity- Customer Contact Agent

This is an excellent opportunity for an experienced, skilled and highly motivated individual join our Service Hub team.  The Customer Contact Agent will be responsible for ensuring that all internal guests queries, issues, or concerns are facilitated in a courteous, and professional manner. He/ she shall provide prompt, polite, efficient, and professional handling of all call-based or internet-based queries with the focus on problem solving in the most effective and efficient manner, in addition to ensuring guest satisfaction.  

Applications open to Barbadian nationals or persons with permission to reside and work in Barbados.

Summary of Main Duties:

• Proactively closes the loop on customer reports, while anticipating and acknowledging guests’ needs.
• Facilitates internal dining reservations and confirmations.
• Accurately communicates with other staff members working on different shifts regarding issues arising from day-to-day operations.
• Liaises with the Guest Relation Managers to assist with guest concerns while ensuring there has been effective problem resolution.
• Acknowledge, responds, and closes off Reservation complaints within 48 hours of receipt.
• Provide responses to Satisfaction and Loyalty Tracker (SALT) surveys i.e., a minimum of ten surveys to be closed per day.
• Provide responses to Medallia surveys- Transient & Members i.e., a minimum of ten surveys to be closed per day.
• Provides responses to Trip Advisor comments i.e., a minimum of ten surveys per day
• Provide same day responses and closing of Revinate mid stay surveys for the Crane Resort.
• Provide responses and closing of Revinate end of stay surveys for Beach Houses, within 48 hours of receipt.
• Provide responses and closing of HGV 3rd party emails within 48 hours of receipt.
• Provide responses and closing of Hilton Guest Assistance within 48 hours of receipt.
• Effectively uses the Hotel Operations Management System.
• Investigates and closes Member Support cases within 48 hours of receipt.

The ideal candidate will possess:

• Ability to work in a multi-tasking, fast paced environment.
• Excellent written and verbal communication, organizational and time management skills.
• Ability to work all shifts, including weekends, evenings, and holidays.
• A strong work ethic with an attention to detail.

CLOSES APRIL 5, 2025 

Please note that only suitably qualified applicants will be invited to interview.