Hotel Reservations Agent - Ocean City, United States - Princess Royale Resort

Description

Position Title:
Reservation Agent


Department:
Reservations


Immediate Supervisor:
Reservations Manager


Job Summary:
To capture as many reservations as possible by using effective selling techniques and all available selling tools. One must be detail-oriented, motivated, open to learning new processes, and able to convey enthusiasm over the phone.


Responsibilities:

• Answer all phone calls in a professional and courteous manner
• Assist callers with securing future reservations
• Assist callers with making changes to an existing reservation
• Ensure that all calls are resolved to guest satisfaction, or exceed it
• Clearly communicate guest needs to other departments, when necessary
• Follow up with leads for 2nd chance bookings. Use your reminder tools
• Provide accurate information on the property and surrounding areas, including restaurants, entertainment, and general directions
• Create a guest profile by gathering and inputting accurate information for every caller who has a desire to stay. Accuracy and attention to detail makes the caller feel important and that you care.
• Listen effectively to ensure that guest requests are met
• Effectively correspond with callers, to exceed expectations, in hopes that the positive word will spread
• Be computer literate—Must obtain NAVIS certification
• Must be able to accept constructive criticism and grow from it. Always be willing to improve
• Provide the highest customer service to each caller
• Use professional verbal and written communication skills
• Be positive, cheerful, and confident in the service that you provide. All must show over the phone

Pay:
$17.00 per hour


Benefits:

• 401(k)
• 401(k)

matching

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• Inperson

Experience:

• Hotel experience: 1 year (preferred)
• Customer service: 1 year (preferred)

Work Location:
In person