Customer Contact Agent (INTERNAL)

Company Overview:

Millennium Investments is a leading force in construction and real estate development, with a legacy of creating world-class properties like The Crane and East Resort. Our commitment to innovation, quality, and excellence drives every project we undertake.  We invite you to join our team of over 600 employees, to work at one of the most unique hospitality properties in Barbados and the oldest operating hotel in the Caribbean.  
 

 We are seeking a Customer Contact Agent to join our dynamic team and play a key role in supporting the Customer Contact Center within our organisation.  In this position, you will be eligible for employee benefits such as health and life insurance, exclusive employee discounts in our Food & Beverage Outlets, exclusive discounts to stay at our resorts, exclusive rates for 50+ affiliate resorts worldwide and discounts on gym membership.

Applications open to Barbadian nationals, CARICOM Nationals eligible to work in Barbados or eligible for Free Movement of Skills/Labour Certificate and Foreign Nationals with permission to reside and work in Barbados.

The Opportunity- Customer Contact Agent

The Customer Contact Agent is 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.

Summary of Main Duties:

Maintains positive guest relations.

Proactively closes the loop on customer reports, while anticipating and acknowledging guests’ needs.

Facilitates internal dining reservations and confirmations.

Handles incoming telephone calls and other guest communication in a discreet manner.

Transfers calls if applicable and follows through to ensure guest satisfaction.

Performs timely investigation and provides responses of guest feedback through various mediums such as Trip Advisor, Revinate, Qualtrics, Online Travel Agencies (Booking.com & Expedia), the Hotel Operations Management system, Hilton Guest Assistance & Member Support etc.

Provide responses to Guest feedback surveys, comments, and Member Support cases within the required timeframe.

Effectively uses the Hotel Operations Management System.

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.

Maintains complete knowledge at all times of:

All hotel features/services, hours of operation.

All room types, numbers, layout, décor, appointments, and location.

All special packages and promotions.

The ideal candidate will possess:

Flexibility to work on weekends, holidays, and evenings as scheduled.       

Previous customer service experience preferred.

Ability to work in a multi-tasking, fast-paced environment.

Excellent written and verbal communication.

Organizational and time management skills.

A strong work ethic with attention to detail.

Be a clear thinker, remaining calm and resolving problems using good judgment.

Required Skills/Qualifications:

At least 2 years’ experience working in the hospitality industry would be an asset 

Proficient in Microsoft Office Suite

An Associate Degree or Bachelor’s Degree in a Tourism discipline would be an asset.

DEADLINE: March 8, 2026

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