Individual will perform all functions pertaining to the operations of the Call Center, including guest reservations, changes and cancellations in a timely, friendly and efficient manner.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Maintain positive guest relations at all times.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Access all functions of computer system.
- Maintain applicable information in NAVIS, ensuring information is accurate and calls are coded correctly.
- Answer telephone calls within 3 rings, using correct salutations and professional telephone etiquette.
- Process all reservation requests, changes and cancellations received by phone, fax and email.
- Ascertain callers' needs through open-ended questions.
- Obtain all designated information to book a reservation.
- Accommodate special requests and designate such in system.
- Access guest history records to best service guests; maintain accurate information in guest history files.
- Maximize rate for all reservations.
- Assist callers with dining, spa, and golf reservations and amenity orders.
- Verify availability. Suggest alternate dates for sold-out dates.
- Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
- Maintain complete knowledge of:
- All resort facilities/services, hours of operation.
- All guest room layouts, bed types, decor, appointments and locations.
- Room availability for any given day.
- Restricted dates, rates and room types.
- All room rates, packages and promotions.
- Entertainment/special events scheduled at the resort.
- All departmental policies/service procedures/standards.
- Process advance deposits.
- Verify all reservation information with caller to ensure accuracy.
- Input all manual reservations into the system.
- Process confirmation letters.
- Refer requests for initial booking of group rooms, banquet, meeting and wedding requests to the Sales Department.
- Monitor and maintain wait lists daily.
- Possibility to have remote work access after 3-6 months of training.
- Work flexible schedule including weekends, evening and holidays.
- Interact with the public with a cheerful and positive attitude, solve guest problems and complaints in a proper manner, and maintain harmonious working relationships with fellow employees.
- EDUCATION and/or EXPERIENCE
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.