Handles high call volume, answering incoming Reservations calls in accordance with Forbes Five Star standards. Assists guests in customizing their reservations through Opera, Open Table, Resort Suite and communicate via Google for work. Ensures detail accuracy and completeness. Books and sells property activities including but not limited to Spa, Golf, and Food & Beverage. Contacts guests prior to arrival to ensure completion of the guest experience. Inputs internal reservations. Works cohesively as part of a team in completing tasks such as Next Day Arrival process, reservations booked, assists in running traces and cancellation reports.
STANDARD SPECIFICATIONS:
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other Associates or guests.
Essential:
Minimum of one (1) year experience in a customer service oriented position.
Requires prior experience handling high phone call volume.
Proficiency in reading, writing, and speaking the English language.
Ability to perform basic arithmetic.
Warm and welcoming demeanor and exceptional phone etiquette.
Exceptional communication skills both written and verbal.
Ability to remain calm and courteous in demanding and difficult customer situations.
Ability to prioritize and organize work assignments.
Computer proficiency in MS Office (Word and Excel).
Demonstrate proficient typing skills.
Ability to work cohesively as part of a team.
Ability to thrive in a fast paced environment.
Ability to focus attention to detail.
Ability to multi-task
Desirable:
Ability to communicate in a second language.
Experience in hospitality industry in a similar position.
Previous customer service training.
Experience with Reservations systems or programs, Opera is currently used. .
ESSENTIAL JOB FUNCTIONS:
This job description in no way states or implies that these are the only duties to be performed by the Associate occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor.