Reservation Agent

Job Description

Job Description

Salary : $15 - $17

Kenl Inn Reservation Agent is a vital part of our team. This job involves ensuring that customers needs are met by contacting all our departments services, answering their questions, and assisting with any problems that arise during their stay. The Kenl Inn Reservation Agent interacts with customers through phone and email to manage reservations, cancelations, and changes to their pets bookings. This role requires excellent communication skills, to provide first-class customer service while overseeing multiple tasks efficiently.

To excel in this Kenl Inn Reservation Agent job, candidates should have strong interpersonal and organizational skills. They need to be meticulous and accurate, as every reservation they make must be error-free. This job is most suitable for individuals who possess the ability to remain calm under pressure and maintain their professionalism when managing difficult customers or during busy periods.

The Kenl Inn Reservation Agent job description requires candidates willing to work in a fast-paced, dynamic environment that thrives on teamwork and customer satisfaction. It is a highly rewarding job that involves helping people have a memorable experience while their pets enjoy their stay here at Kenl Inn. The Kenl Inn Reservation agent reports to the Guest Services Manager.

Job Duties and Responsibilities

Answer incoming calls and emails regarding Kenl Inn reservations.

Make proactive reservations sales calls to new and existing customers.

Assist customers with booking, modifying, and cancelling reservations as necessary.

Provide information about Kenl Inns facilities, pricing, and policies.

Upsell kennel accommodations and departmental packages to customers to increase revenue.

Accurately input guest information and payment details into reservation system.

Ensure all reservations are properly documented and confirmed with customers.

Assist in managing kennel inventory and allocating kennels based on availability and customers preferences.

Collaborate with other all departments, such as front desk staff, kennel, grooming, training departments and management to deliver high-quality service to customers.

Maintain knowledge of area events and competitors to assist the General Manager and Guest Services Manager with sales strategies.

Handle customer complaints or issues related to reservations and escalate to management, as necessary.

Experience and Education Requirements

To become a Kenl Inn Reservation Agent, you need a high school diploma or equivalent education or post-secondary education in hospitality sales or customer service.

2 4 years experience working in customer service roles or in the hospitality industry are required.

Good communication skills, both written and verbal, are required, as a reservation agent is responsible for interacting with potential customers.

Basic computer skills are necessary as agents must navigate our new reservation system and database programs.

Working as a Kenl Inn Reservation Agent requires a friendly and professional demeanor, diligence, and the ability to work well under pressure.

Saturday working hours may be required, based on demand of our customers and seasonality.

Qualified candidates must be able to work full-time hours.

Kenl Inn benefits and continuing education classes will be offered after a ninety (90) day probationary period.

This position must be filled as soon as possible.

Other Duties and Responsibilities

Telephone calls should be answered promptly with the Company greeting, your name and an offer of assistance. Calls for management should be screened and announced not just put through. If the person being called is not in, ask if they would like voice mail. If not, document messages for management on phone message pads complete with date, time of call, phone number, complete message & your initials. Check phone frequently for missed call messages and return promptly.

Show appreciation to our customers for visiting and encourage them to use our services. Explain our focus on pet wellness and quality care provided in all our services.

Utilize friendly sales techniques to upsell clients additional service and products that will benefit their pets.

Collaborate with dissatisfied clients in an effort to resolve issues to retain clients.

Reservations and Invoice Processing

Making and soliciting new client reservations.

Enter complete client reservations in point-of-sale system as outlined in bookings procedures; including extra charges as per pet policies (e.g., pick up fees, half day board fees, etc.).

Receive payments and process invoices as described in the Invoice Processing procedures. Timely collect all invoices posted to pending bills.

Keep familiar with management approved payment exceptions and client prepayments / credits and keep accurate records for all.

Salary : $15 - $17