Central Reservations - Reservations Agent REMOTE

Handles high call volume, answering incoming Reservations calls in accordance with Forbes Five Star  standards. Assists guests in customizing their reservations through Opera, Open Table, Resort Suite and communicate via Google for work. Ensures detail accuracy and completeness. Books and sells property activities including but not limited to Spa, Golf, and Food & Beverage. Contacts guests prior to arrival to ensure completion of the guest experience. Inputs internal reservations. Works cohesively as part of a team in completing tasks such as Next Day Arrival process, reservations booked, assists in running traces and cancellation reports. 

STANDARD SPECIFICATIONS: 

Requirements are representative of minimum levels of knowledge, skills and/or abilities.  To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other Associates or guests.

SKILLS AND QUALIFICATIONS:

Essential:

• Minimum of one (1) year experience in a customer service oriented position.

• Requires prior experience handling high phone call volume.

• Proficiency in reading, writing, and speaking the English language.

• Ability to perform basic arithmetic.

• Warm and welcoming demeanor and exceptional phone etiquette.

• Exceptional communication skills both written and verbal.

• Ability to remain calm and courteous in demanding and difficult customer situations.

• Ability to prioritize and organize work assignments.

• Computer proficiency in MS Office (Word and Excel).

• Demonstrate proficient typing skills.

• Ability to work cohesively as part of a team.

• Ability to thrive in a fast paced environment.

• Ability to focus attention to detail.

• Ability to multi-task
  
  

Desirable:

• Ability to communicate in a second language.

• Experience in hospitality industry in a similar position.

• Previous customer service training.

• Experience with Reservations systems or programs, Opera is currently used.
  
  

ESSENTIAL JOB FUNCTIONS:

This job description in no way states or implies that these are the only duties to be performed by the Associate occupying this position.  Associates will be required to perform any other job-related duties assigned by their supervisor.

1. Answer incoming reservations calls and handle inquiries in accordance with AAA Five Diamond Standards.

2. Sell the property, rooms and activities including Spa, Golf, and Food & Beverage.

3. Coordinate reservations with outside vendors and restaurants (i.e. horseback riding, bike riding, surfing, kayaking, etc.) 

4. Process gift cards online and via phone.

5. Ensure quality and completeness of reservations booked during the previous day, 

6. Remain knowledgeable of OVI&S special events as well as local events.

7. Remain well versed in all resort features including: 

   1. Guest rooms and locations.

   2. Spa amenities and treatments.

   3. Golf course and golf amenities, services and classes. 

   4. Food & Beverage outlets, menus, and special offerings.

8. Remain well versed in resort policies, procedures and hours of operation for the various outlets.

9. Remain well versed in OVI&S packages, promotions, and specials.

10. Attempt to bring guest issues/complaints to a resolution, recognizing when it is necessary to forward call to manager/supervisor for further resolution.

11. Ensure confidentiality of hotel guests. 

12. Ascertain guest inquiries and demonstrate resourcefulness in providing solutions.

13. Generate, daily/weekly/monthly agent productivity and compliance reports through Revinate.

14. Learn, embrace and implement the OVI sales funnel.