Reservations/Call Center Agent

Place of Work: Reservations

Division: Reservations Department

Responsible To: Reservations Supervisor/Director of Revenue

Overall Scope and Responsibility:

Responsible for entering, updating, up-selling, and confirming reservations in an efficient manner. Assist future guests to the best of their ability.

Essential Duties:

• Processes reservations in a timely manner
• Answers inquiries in a friendly and courteous manner and ensures a clear understanding of inquiries and requests.
• Promptly provides accurate information regarding availability, rates, and other requested information.
• Assist other departments such as Sales, Groups, and Executive Office with reservation-related questions.
• Updated guest profile adding preferences, previous stay comments, etc
• Flags guests with special inquiries, traveling on special occasions, or VIPs, communicate special needs with Front Office.
• Prepares reports as required.
• Assist PBX as needed.

Job Knowledge, Skills, & Abilities

• Excellent communication, interpersonal, and organization skills.
• Must be able to carry 10 lbs.
• Commitment to superior customer service and excellent customer service skills.
• Consistent record of meeting sales, customer service, and operations objectives.
• Proven ability to influence a team and achieve results.
• Flexibility and creative problem-solving ability.
• Strong initiative and self-motivation.
• Fluency in job-related English both verbal and non-verbal.
• An appreciation and respect for the diversity of all individuals in the workplace.
• Ability to handle pressure and work in a fast-paced environment.
• Excellent management and leadership skills.
• Must be able to work days, evenings, and weekends as necessary.