Job description
JOB SUMMARY: We are seeking a motivated, detail-oriented individual to join our hotel company as a Reservations Agent. As part of our team, you will answer phone calls and emails. assisting customers in booking reservations. You will accurately record customer information, including payment details, and advise on available upgrades or special deals that may enhance their experience with us. You will help customers to alter / cancel reservations as necessary.
Our ideal candidate will possess impeccable phone and email manners, strong communication and customer service skills, and the ability to work well with co-workers. They will also demonstrate excellent attention to detail, whilst being able to work in a fast-paced environment with heavy call volumes.
As a Reservations Agent (primarily remote based working from home, after an initial 60-120 days' training period at a venue TBD). There is a requirement to attend on-site occasionally; advance notice of this will be given.
DEPARTMENT: Reservations REPORTS TO: Reservations Manager
Company Performance Standard:
Conduct yourself in a professional manner at all times and exhibit the highest level of integrity in job performance. Maintain a positive work environment through good working relationships with customers, guests and co-workers. Emphasize Sanibel-Captiva Beach Resort (SCBR) commitment to exceptional customer service. Serve as an ambassador and protector of the brand, ensuring company culture is consistently demonstrated.
Position purpose:
Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information while maximizing conversion of reservation calls. Process all related responsibilities as outlined in the specific timeframe allotted.
Responsibilities/Duties/Functions/Tasks:
1. Inform clients of essential travel information such as travel times and transportation connections
2. Answer enquiries regarding information such as schedules, accommodations, procedures, and policies. Assist to plan routes, itineraries, and accommodation details 3. Compute fees, using schedules, rate books and computers 4. Offer transfer to Concierge for additional revenue opportunity
5. Make and confirm reservations for transportation and accommodations, using telephones, faxes, mail and computers
Work Activities:

• Ensure that company reporting systems are adhered to
• Ensure all hotel policies, standards and local laws are followed
• Sell guest rooms over the phone through energetic presentation of the assets features and benefits, assertively closing business and adhering to pricing and yield strategies
• Input bookings from various distributors into the PMS
• Input rooming lists
• Take reservations accurately over the phone ensuring that all data is entered correctly into the PMS and all marketing data is collected
• Complete daily check lists as assigned
• Filing as assigned
• Review group resumes
• Attend all appropriate meetings and training sessions
• Notify manager / Supervisor promptly and fully of any challenges or opportunities that have or may arise

People Skills:

• Behave at all times based on a customer responsive culture where exceptional customer service prevails
• As an ambassador and protector of the brand, ensure that the company culture is maintained at all levels of the company
• Be attentive, accountable and highly organized demonstrating the ability to plan multiple activities and meet deadlines
• Possess excellent interpersonal and communication skills. Demonstrate proven phone skills that are customer service oriented and proactive.
• Demonstrate a positive and professional demeanor at all times
• Be consistently friendly, engaging and gracious, with the ability to focus and connect with all guests and employees, exceeding their expectations
• Have an upbeat, energetic, authentic and professional attitude at all times
• Exhibit a clear and friendly speaking voice
• Demonstrate an excellent knowledge of local business locations as well as entertainment and dining venues
• Be willing to assist other departments when needed

Product Knowledge:

• Maintain and adhere to SCBR values and operational core standards to ensure the company is always professionally presented
• Ensure that all guests using the hotel facilities are completely satisfied, and believe that they have received excellent value for their money
• Develops relationships with guests in order to provide personalized service; ensuring we treat our guest as we would treat them in our own home
• Resolve guest complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
• Respond to guest requests in an accurate and timely manner facilitating a positive outcome that will contribute to a memorable experience
• Be able to sell guest rooms through energetic presentation of the features and benefits, closing business and adhering to pricing and yield strategies
• Exceed expectations by selling the proper product to the guest and ensuring that the delivery is to an excellent standard

Standards:

• Demonstrate expertise in Reservations and excellent knowledge of all departments internally
• Protect the SCBR name and ensure that no actions are taken within, or in the name of, the organization that could bring the Company into disrepute
• Take action in all matters related to the safety, security, satisfaction and wellbeing of employees, hotel guests and property. Respond swiftly and effectively in any hotel emergency or adverse safety situations
• Assure the proper handling of VIPs, protecting their privacy and confidentiality
• Ensuring compliance to all hotel policies and procedures at all levels
• Any / all other responsibilities assigned by Management

Schedule:

• 8 hour shift
• Holidays
• Weekends as needed

Work setting:

• Remote after In-person 2-3 months training

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Required)
• Reservation: 1 year (Required)

Requirements
Qualifications:

• High School/G.E.D
• A minimum of 1 year administrative, retail or hotel experience
• Excellent phone etiquette and verbal communication skills
• Proven computer proficiency and email communication skills
• Demonstrate attention to detail and the ability to resolve customer issues

Work Context:
Requires repetitive movement and sitting for long periods. Requires using hands to handle, control, or feel objects, tools or controls. Requires face-to-face discussions with individuals or teams. Requires writing letters and memos. Requires use of electronic mail and telephone conversations.
Requires contact with others (face-to-face, by telephone, or otherwise). Requires dealing with unpleasant, angry, or discourteous people, including potential / actual conflict situations.
Includes exposure to sounds and noise levels that may be distracting or uncomfortable. Requires making decisions that impact the results of co-workers, clients or the company.
Requires repeating the same physical and mental activities over and over.
Requires being exact or highly accurate. Requires meeting strict deadlines. Requires work with external customers or the public. Requires working with others in a group or team. Requires working indoors in environmentally controlled conditions. Job tasks may be performed in close physical proximity to other people.
Job Type: Full-time
Pay: From $18.00 per hour
Expected hours: 40 per week
Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance
• Monthly revenue Incentives