Call Center Reservation Agent

Essential Duties And Responsibilities

• Must be comfortable with phone work and data entry.
• Listen and respond to guest inquiries using a positive, clear speaking voice.
• Answer questions and provide guest satisfaction.
• Relay accurate information to guests regarding hours of operation, hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
• Answer calls and process requests from guests.
• Make and follow-up on calls to maintain proper communications with guests, departmental staff and management staff.
• Book, cancel, or otherwise modify room reservations as per the requests of our guests.
• Make deposits, check e-mail, make rate comparisons, log all faxes, handle department mail, file, and check confirmations and ticket wholesalers, as part of side work.
• Aid guests with faxes, telephone calls, mail, packages, directions and all other basic inquiries.
• Aid guests with questions or problems they may have regarding their room or account in person, or on the telephone.
• Any other duties as assigned within the scope of this position.

Knowledge/Skills/Abilities

• Excellent guest service skills on both the phone and in person required.
• Proactive and works well under pressure in a fast-paced environment.
• Outstanding coordination, accuracy, and organizational skills with the ability to multi-task.
• Ability to speak Spanish preferred but not required.
• Ability of simple reading, writing, math, and task completion skills is required.
• Must have the following skills: following instructions, memorization, problem solving, independent judgment, and decision making.
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.

Education And/or Experience

• Any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

Physical Demands

• While performing the duties of this job, the team member is constantly sitting and occasionally walking over the duration of their shift.
• Must be able to lift/carry 10lbs or less occasionally.
• The team member will constantly have repetitive use of both hands.
• Finger dexterity of both hands will be constantly required.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.

Work Environment

• Work performed indoors, alone and frequently around others.
• Team Member will perform work face-to-face including verbal contact with others around computer equipment.
• The noise level in the work environment is usually moderate.
• Team Member may be exposed to secondhand smoke.