The Reservation Agent is to provide efficient and friendly service to all guests who contact the Call Center. Assist guests in a pleasant and consistent manner, with the goal of delivering superior guest service.

Duties:

• Hotel Operator:
  • Answers phone calls to provide directory and information assistance to guests.
  • Input messages into the computer; set wake-up calls, retrieve messages, and communicate the content to the guests.
• Reservation Agent:
  • Answers phone calls and provides reservation and information assistance to guests using Mitel, LMS, CMS/ACSC, TIX, and other computer applications.
  • Inputting room reservations via fax and email using the LMS application.
  • Effectively manage and communicate through email in a timely and organized manner in a multi-tasking environment.
• Promptly answer the telephone and greet guests immediately with a friendly and sincere welcoming tone using positive and clear English communication; listen to and understand requests, respond with appropriate action, and provide accurate information.
• Communicate and react in a courteous, professional manner to ensure superior guest satisfaction.
• Maintain a high level of attention and focus on detail. Ability to remain alert in a high volume, ever-changing task environment, follow detailed procedures and ensure accuracy in documentation, communication, and data input.
• Must have the ability to clearly present information through the spoken or written word and read and interpret complex information.
• Able to maintain professionalism while dealing with interpersonal conflict, difficult conditions, personal rejection, or time demands.
• Able to display enthusiasm and promote a friendly group working environment and display team spirit.
• Able to demonstrate a high level of service delivery, always remaining friendly and helpful, do what is necessary to ensure guest satisfaction, manage service failures and prioritize guest needs.
• Able to act in solving problems while exhibiting good judgment and a realistic understanding of the issue, reviewing facts, and weighing options.
• Able to remain open-minded, manage transitions effectively from task to task and to adapt to varying guest needs.
• Able to be tactful, maintain confidence, guest privacy, and foster an ethical and honest work environment.
• Ability to build rapport with guests and co-workers alike and recognize their concerns and feelings.
• Be respectful with every guest and their different styles and diverse cultures, building rapport, trust, and loyalty.
• Supports the company culture expectation on delivering 4 diamond service.
• Adherence to all departmental and company policies, including but not limited to the attendance and appearance policy and the code of conduct.

Qualifications:

• High School Diploma or equivalent required.
• Must be able to communicate clearly in all aspects of the English language.
• Capable of learning and effectively using a variety of computer applications and software.
• Must present a well-groomed appearance.