Activities Agent

• Answer inbound reservation calls, qualify guest needs, and sell and confirm activity bookings within established parameters, with an emphasis on optimizing revenue.

• Process bookings across all distribution channels as assigned, including online, fax, email, third party, in-house forms, and voicemail.

• Route and respond to PBX calls and emails accurately and promptly, directing inquiries to the appropriate department or colleague.

• Meet individual and team revenue and departmental goals.

• Answer guest questions on hotel information, including hours of operation, seasonal offerings, and special events, accurately and promptly.

• Book, communicate, and execute every reservation to luxury service standards.

• Set clear expectations with guests throughout the sales process.

• Pass complete, accurate, and timely information to the relevant operating departments.

• Resolve guest issues arising from the sales process directly and effectively.

• Work cohesively with other departments and colleagues as part of a coordinated team.

• Follow all standards, policies, and procedures.

• Perform other duties as assigned by the Reservations Manager or other departmental leaders.

• Performance is measured and reviewed regularly for consistency and adherence to these standards.

QUALIFICATIONS

• High school diploma or GED required.

• Two or more years of customer service experience preferred.

• Strong verbal, listening, and written communication skills, with confident telephone etiquette.

• Ability to build rapport quickly and maintain a warm, professional tone under pressure, including with difficult callers.

• Strong data entry and computer proficiency.

• Ability to multitask effectively across systems and channels.

• Ability to work weekends and holidays.

• Ability to sit and talk for extended periods.

PHYSICAL CAPABILITIES

The physical demands described here represent what a colleague must be able to meet to perform the essential functions of this role:

• Ability to remain seated and engaged in conversation for extended periods.

• Ability to resolve problems, manage conflict, and make sound decisions under pressure, particularly during high call volume.

• Sufficient hearing acuity for clear communication with guests and colleagues by phone.

• Sustained use of computer systems for data entry and call handling.

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.