Reservations Specialist

About this Role: Garcia Event Centers is a well-established, growth-oriented event services company hiring a full-time, bilingual Reservations Specialist to assist with a growing Reservations team in responding to and closing reservations as well delivering an exceptional client experience. We are looking for a high-energy, client-centric, customer-service-oriented individual with the demonstrated experience to ensure the Garcia Signature Experience is fulfilled for each and every client. This is a highly interactive role that comes with the opportunity for growth as we scale the company.

Job Title: Reservations Specialist

Reports to: Reservations Manager

Type: Full-time; Hourly

Hours: Office hours: M-F, 8:30am–5pm; occasional after hours; Events (Fridays, Saturdays, Sundays)

Position Summary: Assist clients with their Reservation; show venues to prospective clients and review Event Contract, Additional Terms & Conditions, and seating arrangement with clients; offer decorating services, catering services, and full packages to each client

COMMUNICATION

• Policy & Procedure Manual: comply with all rules and regulations
• Morale: maintain a positive role in the work environment
• Customer Service: provide excellent service to our clients
• Follow-Up: call potential clients who did not reserve a venue

RESPONSIBILITIES

• Daily/weekly to do: create to stay organized
• Greet people/welcome visitors upon arrival
• Answer telephone calls promptly and courteously and with a positive, helpful attitude
• Provide information to clients/callers/emails and follow-up with clients; provide clarification on contract terms as well as promote packages and services
• Utilize admin back-end of GEC website to update client records and run reports
• Utilize event management software to provide event details to clients and update client/event information as necessary
• Schedule appointments based on client need and department (Reservations & Sales, Packages, Showroom, etc.) in event management software
• Check and reply promptly to Microsoft Teams message, text messages, and emails
• Be readily available to assist customers/clients with new and existing contracts (face-to-face in office, over the phone, and/or via email/website)
• Greet all visitors and clients in a polite manner and with a positive attitude
• Assist in answering phone & returning calls
• Review event contract, additional terms & conditions, and seating arrangement with clients (upon booking and at contract review & final layout appointment
• Schedule appointments to tour ballrooms and tour ballrooms with clients/potential clients
• Accept reservation deposits and payments from clients; verify all payments have been entered into database
• Keep leads updated
• Verify clients are making monthly payments and are not falling behind schedule.
• Verify clients due not owe a balance within 30 days
• Monitor and inform clients with past due accounts
• Contact clients the week following their event to ensure that they are satisfied with our ballrooms and address any issues they may have had; request clients with good experiences to submit a Google review
• Promote the GEC website and encourage payments and new bookings through the website; assist in monitoring website for accuracy and consistency and request updates as needed
• Attend department or company meetings as needed
• Other related duties as assigned

SALES

• Offer/sell packages and up-sell services depending on client’s budget and needs
• Contact potential clients who have not booked a ballroom/package with GES and convert existing ballroom only clients to package clients
• Train new and current employees on sales techniques

SCHEDULING

• Monday - Friday: 8:30am to 5pm, unless otherwise informed; keep track of hours and lunch hour
• Manage all appointments, allowing for sufficient time per and between each appointment

DISCIPLINE & PERFORMANCE

• Any employee who is violating the rules and regulations or policies and procedures should be disciplined according to the Policy & Procedures Manual.
• All disciplinary action should be documented in the appropriate form and submitted to the owner.

QUALIFICATIONS

• 2 years minimum in the hospitality industry
• 2 years minimum of customer service experience
• Bilingual in English and Spanish
• Experience in assisting with event logistics, client relations, and event contract management
• Demonstrated ability to work independently and make autonomous decisions, set priorities, take initiative, and manage multiple duties with minimal supervision
• Ability to work effectively and flexibly with all staff, other directors, and clients in a fast-paced environment and is committed to working within a diverse environment and interact openly with individuals of different backgrounds
• High-energy individual who is results-oriented
• Strong understanding of industry standards
• Strong written and verbal communication skills
• Excellent planning, organization, and people skills
• Excellent customer service skills and ability to resolve customer issues quickly and creatively
• Ability to adapt quickly to the company’s operating environment

Job Type: Full-time

Pay: From $16.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Weekends as needed

Experience:

• Customer Service: 2 years (Preferred)
• Hospitality: 2 years (Preferred)

Language:

• Spanish (Required)

Work Location: In person

Salary : $16