What are the responsibilities and job description for the Reservation Agent position at Royal Destinations?
Reservation Agent
Job Type: Full-time
Salary: Competitive Pay with Great Benefits
Classification: Non-exempt
Summary: Royal Destinations’ Destination Specialist is responsible for ensuring that consistent high-quality customer service is delivered, and an extraordinary experience is created for our guests and homeowners. Our employees are warm, outgoing, articulate, and accommodating team players. This position enhances the arrival, departure, and overall experience for our guests and homeowners.
Successful candidate must be a "hospitality thinker" interested in learning while promoting and taking pride in Royal Destinations’ available amenities and services. Must be able to respond to guest inquiries and resolve issues and complaints in a timely, friendly, and efficient manner. Must be able to communicate effectively verbally and in writing in the English language. Strong organization and communication skills; attention to detail and leadership. Must be willing to work a variable schedule, including evenings and weekends.
Responsibilities to include:
•Guest services and reservation tasks.
•Familiarize yourself with Royal Destinations’ properties (i.e., location, layout, and availability).
•Familiarize yourself with our GRA (Guest Rental Agreement) and policies.
•Familiarize yourself with vendors and partners.
•Promptly confirm reservations (i.e., confirmation email and phone call).
•Familiarize yourself with processing payments for existing and new reservations.
•Handles daily correspondence (i.e., responds to inquiries, makes reservations, answers phone).
•Ensure all files are kept up to date (i.e., property information sheets).
•Maintain a clean, neat, and professional appearance and work area at all times.
•Promote goodwill by being courteous, friendly, and helpful to guests, managers, and fellow employees.
•Willingness to own any reasonable request made by management.
•Willingness to learn and adapt to new policies and procedures.
•Check voicemails, emails, and follow up with any sales leads.
•Monitor the LiveChat feature on the website.
•Be well-versed in Word, Excel, and PowerPoint.
•Be comfortable handling any guest issues or complaints and be able to address them in a professional and timely manner.
•Be comfortable working under pressure or in high-stress situations.
•Be flexible with working holidays and weekends (as needed).
Qualifications:
•High School diploma or equivalent educational background and/or experience working within the hospitality industry.
•Superior knowledge of the area.
•Experience working in a front-of-house position or comparable to a hotel front desk, reservations/customer service department.
•Experience with VRBO, HomeAway, Escapia, Kaba, and Breezeway systems is highly desirable.
Experience:
•Customer Service: 1 Year (Preferred)
•Experience working in a front-of-house position or comparable to a hotel front desk, reservations/customer service department.
•Experience with VRBO, Home Away, Escapia, Kaba, and Breezeway systems is highly desirable.