Reservationist at Guest Services

Posted in Other 23 days ago.

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Location: Naples, Florida





Job Description:
JOB SUMMARY

The Reservationist must have the ability to perform all reservations call center functions including taking reservations, making outbound calls, email and website chat communication with guests.

ESSENTIAL FUNCTIONS
  • Manage call activity, email activity, messaging activity and website chat activity.
  • Actively sell rooms to customers while accurately quoting room rates, packages, additional fees and policies. Upsell to higher priced rooms or packages when possible.
  • Effectively and respectfully communicate with customers verbally and through email or messaging.
  • Be aware of individual hotel promotions, social media activity and digital campaigns to ensure accurate guest communication.
  • Develop a full working knowledge of the company brand and each individual hotel including but not limited to room types, buildings, amenity information and hours, location, policies, fees and ADA specifications.
  • Respond to guest inquiries and assist in resolving customer complaints.
  • Accurately post charges and refunds to reservations when necessary and reconcile at the end of every shift.
  • Perform department opening and/or closing procedures.
  • Represent the company in a professional and positive manner at all times.
  • Maintain and enhance the company's image when interacting with clients, guests, associates and vendors.

SKILL AND KNOWLEDGE REQUIREMENTS INCLUDE
  • High School Diploma.
  • Minimum of at least 18 years of age.
  • Some job related experience preferred.
  • Computer proficiency with the ability to utilize MS Word, Excel and Outlook as well as Property Management System (PMS) experience.
  • Demonstrated talent for interacting with a wide variety of people, ability to effectively organize and coordinate multiple priorities; ability to learn and develop new skills; ability to problem solve.
  • Excellent interpersonal, administrative, telephone and other communication skills.
  • Strong customer service abilities; actively looks for ways to assist customers and coworkers

PHYSICAL AND MENTAL REQUIREMENTS

  • Moving about on foot to accomplish tasks, particularly frequent movements from place to place within the unit. Bend, lift, carry, reach/extend arms and hands above shoulder height frequently, or otherwise move in a constantly changing environment.
  • Lifting, carrying, and pushing up to 10 lbs. regularly, 10-15 lbs. frequently, and up to 25 lbs. occasionally.
  • Ability to sit at a desk and monitor phones for extended periods of time.
  • Reading and writing work-related documents in English.
  • Speech recognition and clarity, including the ability to understand the speech of customers and co-workers and the ability to speak clearly so that you can be understood by customers and co-workers in English.
  • Constantly communicates and receives verbal communication with other employees in a customer service environment.
  • Physical attendance in unit to perform duties.
EQUIPMENT USED

  • Typical office equipment (computers, phone system, fax, copiers, scanners, among others).
  • Reservations system. POS system.