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    Reservations Associate - New York, United States - Hostelling International USA

    Hostelling International USA
    Hostelling International USA New York, United States

    3 weeks ago

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    Description

    Job Description

    Job DescriptionWould you love to interact with travelers from all around the world by phone?


    We are currently accepting applications for a full-time Reservations Associate for the AM/PM Shift. The Reservations Associate will play a crucial role in facilitating a smooth and satisfactory booking experience for customers while representing the company in a positive light. The Reservations associate is responsible for securing reservations by providing detailed and precise information over the phone and through email, in a detailed professional manner that aligns with hostel policy. Additionally, the Reservations Associate will provide coverage for the front desk as needed, to cover breaks or other coverage needs. Must be willing to work weekends and holidays as schedule requires.

    This position is located in the New York hostel. Hourly rate: $18.85 per hour

    Responsibilities include:

    • Receiving and processing reservation requests to include payments via phone, email, or online platforms.
    • Assisting customers in selecting appropriate services based on their needs and preferences.
    • Inputting reservation details into property management system or booking software accurately.
    • Handling customer inquiries, requests, and complaints professionally and efficiently.
    • Handling and responding to guest emails and messages received through the reservation's inbox and from OTAs (Online Travel Agencies).
    • Upholding confidentiality and security standards when handling sensitive customer information.
    • Contribute to revenue optimization by reviewing daily arrivals to identify duplicate reservations, monitoring availability, upgrading, or downgrading guest accommodations accordingly, and assigning beds as needed.
    • Generating a daily shift summary report that documents vital information regarding the shift.
    • Assisting with reconciling invoices from OTAs (Online Travel Agencies).
    • Staying updated on company policies, promotions, and offerings to provide the most current information to customers.
    • Collaborating with other departments such as sales, marketing, and operations to ensure smooth reservation processes.
    • Other duties as assigned by Shift Supervisors and or management.

    Skills/Qualifications:

    • High school diploma or GED
    • Customer service experience required.
    • Excellent communication and writing skills
    • Must enjoy working with the public and have the ability to calmly and professionally handle conflict, guest issues, or emergencies.
    • Ability to multi-task in a fast-paced environment
    • Computer literacy including MS Office Word, Excel, and Outlook.
    • Experience working in property management systems or strong aptitude to learn quickly.
    • Ability to work independently and as part of a larger team
    • Must be willing to work evenings, weekends, and holidays as schedule requires
    • First aid and CPR certification preferred; training can be provided
    • Hostelling experience a plus
    • Ability to speak a second language a plus

    Physical Demands and Work Environment:

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is regularly required to sit and use hands and arms. The employee is frequently to stand, walk, talk, and hear. The employee is occasionally required to climb or balance. The employee must regularly lift and/or move up to 50 pounds. The noise level in the work environment is usually moderate.

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