Reservations Agent

JOB SUMMARY: The Reservation Agents primary responsibility is to capture as many reservations as possible by utilizing effective selling techniques and all available tools. The ideal candidate would be self-motivated, sales-minded, customer-focused processes and the ability to merge into a dynamic work environment.

REPORTS TO: Reservations Manager

PRIMARY DUTIES AND FUNCTIONS:

• Assist guest by selling future reservations.
• Answer telephone calls and emails in a prescribed and professional manner.
• Promptly follow up with guest inquiry leads for second chance bookings.
• Process reservations through telephone, mail, fax or any other medium.
• Provide accurate information to the guest.
• Display effective computer literacy and be familiar with MS Office software (Outlook, Word). Navis Certification, Applications & Software knowledge a plus.
• Appearance should be sophisticated and friendly.
• Possess a positive and upbeat attitude at all times.
• Should be aware of all the processes and policies.
• Know, understand and keep up with changing packages and promotions.
• Follow reservation script to ensure each call is handled according to company standards.
• Professional customer service nature with a desire to exceed.
• Exceptional verbal and written communication skills.
• Deliver the highest standard of service to all customers.
• Strong ability to multi-task and pay close attention to detail.

RESPONSIBLE FOR: Keeping a neat and orderly work space.

PHYSICAL DEMANDS: Must be able to sit for long periods of time.

NOTICE

Job descriptions are not intended, and should not be construed, to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. While this job description is intended to be an accurate reflection of the requirements of the job, management must reserve the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, changes in workload, rush job, or technological development) dictate. Because of various seasonal requirements, jobs in other areas of the resort may be offered as a replacement for this position to include work in other areas e.g. grounds maintenance, housekeeping, kitchen, etc.

SKILLS REQUIRED: Good manners, professional speaking voice, legible handwriting, great customer relation’s skills, excellent typing and clerical skills.

EDUCATIONAL/ EXPERIENCE REQUIREMENTS: A minimum of two years related experience and/or training in reservation or hospitality industry. Candidates with a strong sales background in non-hospitality related field will be considered. Navis Certified a plus.

SPECIFIC KNOWLEDGE REQUIREMENTS: After training, knowledge of all Reservations tasks.

PERSONALITY REQUIREMENTS: This individual must be service-oriented and able to project a friendly, hospitable feeling to the guests. Must be cooperative, calm, patient and must enjoy working with all types of people.