Bilingual Housing & Call Center Information Specialist
Location: Baltimore, Maryland
Type: Full Time
Preferred Education: High School
Visit Baltimore is a 501(c)(6) nonprofit that generates economic benefits for the region by marketing Baltimore as an engaging cultural destination for visitors, an ideal destination for meetings and conventions, and as an advocate for the local tourism community. We also work to develop the next generation of hospitality leaders through the Visit Baltimore Education and Training Foundation.
Our day-to-day behaviors are the foundation of our workplace culture. Because of this, all our actions must come from a place of respect for ourselves, our colleagues, our customers, our community, and our stakeholders. Grounded in a foundation of respect, we embrace the following values as the principal pillars of our culture:
Visit Baltimore is seeking a bilingual Housing and Call Center Information Specialist to assist in the successful operation of our call center and group housing departments. Answer and handle calls from visitors requesting information about Baltimore, make reservations and sell tickets to attractions as needed, and assist in booking and confirming hotel reservations for convention attendees.
Essential Duties and Responsibilities:
Handle all calls expertly and efficiently
Provide exceptional customer service to all callers
Equally and fairly promote Baltimore and Visit Baltimore’s Destination Partners by answering inquiries from potential visitors
Handle all unusual caller requests to the best of ability
Accurately enter customer information into database, and if requested by customer, mail a Visitor Guide
Be familiar and knowledgeable on all software programs, Passkey, Ticketing system, Outlook, Internet, and Simpleview
Ability to navigate through the Visit Baltimore website in a timely manner
Actively participate in regularly scheduled training sessions and staff meetings and apply the information learned to daily job duties
Willingness to work as a team player and assist with other duties as assigned.
Properly and efficiently operate the ticketing software to sell Destination Partner attraction tickets
Proficient in upselling while making visitors excited about coming to Baltimore
Become an expert on answering the question “What is there to do in Baltimore” by keeping up with available resources on Visit Baltimore’s Destination Partners.
Use Passkey while assisting callers in making reservations
Ability to handle difficult calls and housing situations with the proper tools independently (with the least amount of assistance)
Follow correct housing procedures when handling changes and cancellations
Assigned Group responsibilities:
Set up Fax folder/Check folder/Group folder
Print Event Set-Up Summary
Shop Hotels for rate integrity
Apply checks to appropriate guest account and follow through with proper check procedures
Complete duplicate reports
Complete hotel availability calls for Pre-con
Assist in room Audits
Ensure the organized saving of documents and other files to SharePoint in accordance with department and company standards
Continually contribute to further the goals of the organization and department
Comply with company policies and procedures; and,
Other duties as assigned.
Bilingual skills (English/Spanish)
1-3 years’ experience in a professional office environment providing exceptional customer service. Prior call center experience preferred.
Team player with a positive attitude and strong customer service focus
Excellent communication and customer service skills in dealing with internal and external customers
Self-starter who is organized and thorough with attention to detail
Working knowledge of Microsoft Word, Excel, and Outlook. Ability to learn industry specific software programs.
Willing to learn and assist with new projects
Dependability and professionalism are a must.
Interested candidates should forward their cover letter, resume and salary requirements to email@example.com. NO PHONE CALLS PLEASE. Visit Baltimore is an Equal Opportunity Employer.
Visit Baltimore generates economic benefits for Baltimore City through the attraction of convention, group and leisure visitors, and works to provide a positive experience for all guests.
Visit Baltimore is the official destination marketing organization (DMO) for Baltimore. Established in 1982, we are a 501(c)(6) not-for-profit corporation.