Call Center Reservations Agent

Job Purpose:

Under the guidance of the Call Center Manager, the Reservations Agent is responsible for answering all telephone inquiries with regard to the room and information about the hotel. The agent is to answer all inquiries in a professional, courteous and efficient manner and attempt to secure a guaranteed reservation whenever possible.

Duties & Functions:

• Answer all phone calls promptly and in a courteous manner.
• Be knowledgeable of current rates, marketing specials, resort operations and other information necessary to answer guest inquiries.
• Know the layout of the hotels including all room types, suites and meeting rooms.
• Have a complete working knowledge of the reservation functions in the Call Center.
• Be aware at all times of the selling status of the hotels.
• Have a complete knowledge of our special rates and packages and know which benefits are included in each.
• Secure all required information from the guest when making a reservation.
• Understand and follow the reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest.
• Follow up on any guest requests to ensure satisfaction in a friendly and professional manner.
• Process all advance deposits on future reservations and post each deposit to guest’s reservation.
• Balance and run necessary reports daily.
• Be aware of and adhere to the rules and regulations of the Call Center.
• Create and maintain positive relationships with all departments within the hotel and know how they relate to the Call Center.
• Assist with inputting weekend third party reservations such as internet and wholesale.
• Any other reasonable duties as assigned by the supervisor or manager

ADDITIONAL RESPONSIBILITIES

• Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
• Communicate with team members using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• High School Diploma or equivalent required. 
• Minimum one year experience in front desk operations, or other related guest facing role, and/or one year experience in direct sales, service or retail trade; OR, an equivalent combination of education and experience.
• Enter and locate work related information using computers and/or point of sale systems
• Ability to spend extended lengths of time viewing a computer screen
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork
• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must have excellent communication skills and be able to read, write, speak and understand English.