Reservations Clerk 1

Job Duties

• Answering the incoming telephone calls via the Navis interface, including providing information and selling guest reservations.
• Follow up on afterhours voicemails
• Process closing reports in accordance with HE&R standards
• Process credit card transactions in accordance with HE&R standards
• Attention to detail in reservation processing and accuracy
• Provide exceptional customer service, building rapport and making genuine connections with the guests over the telephone
• Aid with minor guest challenges. Offer solutions
• Provide feedback regarding processes, guest experiences and areas of ongoing improvement
• Maintain positive, professional and safe work environment
• Aid guest with all aspects of the booking process including but not limited to; packages, promotions, area activities, events both on property and in the surrounding areas
• Understand and clearly communicate policies, site/cabin types and seasonal information pertaining to booking. Topics include but are not limited to Hersheypark hours, shuttle information, rates and availability, pool hours, activities schedules, winter water shut off and any additional information that may pertain to each visit
• Participate in Hot Lead and report follow up as well as outbound sales calls
• Maintain reservation waiting list with daily call backs
• Aid office administration and team leaders with other projects and duties as assigned
• Perform other duties as assigned

Qualifications

• Must be 18 years of age or older
• Minimum of 1 year customer service, hospitality, or sales experience preferred

Knowledge, Skills, And Abilities

• Must have clear communication skills, both written and verbal, in English
• Ability to identify client needs and concerns over the phone and offer solutions
• Excellent problem solving and decision making skills
• Strong technical skills including keyboarding skills and PC experience
• Professional image representative of the company image
• Detail oriented
• Ability to multitask
• Ability to work under pressure
• Ability to adapt to changing circumstances, policies, and information

Job Demands

• This is a part time seasonal position that can begin as soon as April and end as late as September
• Office hours are 7:30 am to 11 pm in the peak season and 7:30 am to 4 pm in the off season
• Applicants must be available daytime, evenings, weekends, and holidays
• Must have a quiet place to work, free from distractions and background noise
• Must be able to provide high speed/broadband internet
• Must be able to commit to coming into the office for training
• Must be able to report to the Hersheypark Camping Resort for training, and on occasion once training is complete