About Company
Choice Hotels International is one of the largest and most successful lodging companies in the world, with a global network of nearly 7,500 hotels across more than 40 countries. Our diverse portfolio of well-known brands, including Comfort Inn, Quality Inn, Econo Lodge, and Cambria Hotels, caters to every type of traveler. We are dedicated to delivering exceptional guest experiences and fostering a supportive, innovative environment for our associates. At Choice Hotels, we believe that great people are at the heart of our success, and we empower our teams to make a real impact on our guests’ journeys and our company’s growth. Join us and be part of a team that is redefining hospitality for millions worldwide, all from the comfort of your home.
Job Description
Are you a natural problem-solver with a passion for helping people? Do you thrive in a fast-paced environment and excel at delivering outstanding service? Choice Hotels International is seeking a dedicated and empathetic Customer Care Assistant to join our remote team, serving our valued guests from your home office in Waiakea, Hilo. In this vital role, you will be the first point of contact for guests across our diverse portfolio of brands, providing crucial support and ensuring their experience is seamless and positive. You’ll handle a variety of inquiries, from reservation assistance and loyalty program support to general information and issue resolution, all while maintaining our high standards of hospitality. This remote position offers the flexibility of working from home while still being an integral part of our dynamic, global team. We’re looking for individuals who are not just agents, but advocates for our guests, capable of turning challenges into opportunities for memorable service. If you’re tech-savvy, a clear communicator, and possess a genuine desire to help, we invite you to apply and contribute to making every guest’s stay a Choice experience.
Key Responsibilities
- Respond to guest inquiries via phone, email, and chat with professionalism and empathy.
- Assist guests with new and existing reservation modifications, cancellations, and special requests.
- Provide comprehensive support for Choice Privileges loyalty program members, including enrollment, point redemption, and account inquiries.
- Resolve guest complaints and issues efficiently and effectively, escalating complex cases when necessary.
- Provide accurate information about Choice Hotels properties, amenities, and services.
- Document all customer interactions and resolutions thoroughly in our CRM system.
- Collaborate with hotel staff and other departments to ensure seamless guest experiences.
- Maintain up-to-date knowledge of Choice Hotels policies, procedures, and brand standards.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proven ability to demonstrate empathy and patience in challenging situations.
- Proficiency in navigating multiple computer systems and applications simultaneously.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
- Ability to work independently and manage time effectively in a remote setting.
- A positive attitude and a commitment to exceptional customer service.
Preferred Qualifications
- Previous experience in a customer service, call center, or hospitality role.
- Familiarity with CRM software and reservation systems.
- Bilingual proficiency (e.g., Spanish, Hawaiian) is a plus.
- High school diploma or equivalent; some college education preferred.
Perks & Benefits
- Competitive hourly wage with opportunities for performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- Paid time off (PTO) and company holidays.
- 401(k) retirement plan with company match.
- Exclusive discounts on hotel stays at Choice Hotels properties worldwide.
- Professional development and career growth opportunities.
- Supportive remote work environment with a focus on work-life balance.
- Access to a robust Employee Assistance Program (EAP).
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your customer service experience and technical proficiencies. We look forward to reviewing your application!