Call Center Attendant in Frederick, Maryland at Sandpiper Property Mgt

Your Challenge: Ensure 24/7 Guest Support and Flawless After-Hours Communication!

Ready to be the critical overnight communications hub and a strategic decision-maker? Join Sandpiper Hospitality (SH), one of the fastest-growing companies in the extended stay market, as our next Overnight Call Center Coordinator!

This is a dynamic, high-stakes overnight position where you will receive and coordinate call activity from multiple hotels across the nation. You are key to determining appropriate actionable steps for guests while their hotel front desks are closed, ensuring all communication is seamless and documented, demonstrating your commitment to our value to "Do the Right Thing."

As our Overnight Call Center Coordinator, you are responsible for maintaining guest support and communication flow across the portfolio during non-operational hours.

Essential Tasks Include:

• Call Coordination & Routing: Receive and coordinate all forwarded overnight guest calls. Qualify the needs of incoming calls and determine appropriate actionable steps.

  • Immediate Action: Route urgent calls (lockouts, check-ins, or emergency situations) directly back to the respective hotel's On Call Attendant's (OCA) mobile number.

  • Non-Urgent Support: For all other inquiries, advise the guest of how and when to receive help or answer questions as able.

• Documentation & Follow-Up: Maintain a daily log of all guests’ call(s) with actionable steps. Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.

• Crisis Escalation & Decision Making: Advise guests of other services available and make decisions regarding additional communication that may be necessary. Contact regional and senior leadership for any situation that requires it. Excellent decision making skills are crucial.

• Teamwork & Accountability: Ensure all calls transferred back to the OCAs are properly handled by the OCA and keep a record of such confirmation. Proactively work with the team, openly sharing new ideas and keeping others apprised to avoid surprises and disappointed clients.

This role requires strong internal communication and administrative rigor to support the wider operations team.

• Communication: Requires good communication skills, both verbal and written. Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

• Compliance & Reporting: Keep and submit meticulous records of call activity. Manage and accurately report time and expenses. Ensure all policies and procedures are followed at all times.

• Schedule & Attendance: This is an overnight position and attendance is a key performance indicator essential to success. Schedules may vary to reflect the business needs of the hospitality industry.

You will work under the guidance of the Area GM and Director of Hotel Operations, ensuring full compliance with brand standards.

• WoodSpring/Sandpiper Compliance: Upon employment, all employees are required to fully comply with Sandpiper Hospitality/Woodspring Suites rules and regulations for the safe and effective operation of the hotel’s facilities.

If you possess exceptional multi-tasking abilities, sharp decision-making skills, and thrive in an independent, mission-critical overnight role, we want to hear from you!