The Reservations Agent must have the ability to perform all reservations call center functions including taking reservations, making outbound calls, email and website chat communication with guests.
•Manage call activity, email activity, messaging activity and website chat activity.
•Actively sell rooms to customers while accurately quoting room rates, packages, additional fees and policies. Upsell to higher priced rooms or packages when possible.
•Effectively and respectfully communicate with customers verbally and through email or messaging.
•Be aware of individual hotel promotions, social media activity and digital campaigns to ensure accurate guest communication.
•Develop a full working knowledge of the company brand and each individual hotel including but not limited to room types, buildings, amenity information and hours, location, policies, fees and ADA specifications.
•Respond to guest inquiries and assist in resolving customer complaints.
•Accurately post charges and refunds to reservations when necessary and reconcile at the end of every shift.
•Perform department opening and/or closing procedures.
•Represent the company in a professional and positive manner at all times. Maintain and enhance the company’s image when interacting with clients, guests, associates and vendors.
Skill and Knowledge Requirements Include
•High School Diploma. Minimum of at least 18 years of age.
•Some job related experience preferred.
•Computer proficiency with the ability to utilize MS Word, Excel and Outlook as well as Property Management System (PMS) experience.
•Demonstrated talent for interacting with a wide variety of people, ability to effectively organize and coordinate multiple priorities; ability to learn and develop new skills; ability to problem solve.
•Excellent interpersonal, administrative, telephone and other communication skills.
•Strong customer service abilities; actively looks for ways to assist customers and coworkers
Physical and Mental Requirements
•Ability to sit at a desk in front of a computer for the entire work day.
•Reading and writing work-related documents in English.
•Speech recognition and clarity, including the ability to understand the speech of customers and co-workers and the ability to speak clearly so that you can be understood by customers and co-workers in English.
•Constantly communicates and receives verbal communication with other employees in a fast-paced environment.
•Lifting, carrying, and pushing up to 15lbs., occasionally up to 30 lbs. (seldom).
•Occasionally stoop, kneel, or crouch.
•Typical office equipment (computer, phone system, fax, copiers, scanners, among others)
•Property Management System. Call/CRM software.
•Reports to: Reservations Manager