CALL CENTER AGENT

Jungle Island•Miami, FL

2d•Onsite

About The Position

To take reservations and help customers over the phone and via email for Joia Beach and Jungle Island. To ensure all telephone calls are handled politely, timely and efficiently. Ascertaining and accurately meeting the caller’s needs. To ensure consistent, effective communication from all departments to the Manager on duty. Ensure that all customer requests and feedback are responded to promptly and efficiently. To input in the reservation system any relevant guest notes handed over by the floor supervisors or managers into the guest personal profile. Optimize the database using all relevant fields to gain further information for S&M activity. Maintains all elements of the reservations system to ensure information is accurate and up to date. (Sevenrooms / Opentable/FareHarbor) Ensure all messages are taken and delivered in line with restaurant/company standards. Ensure all customer requests/requirements are recorded and action taken as required Verifies that all voicemail and email requests are answered in a timely and efficient manner. Meets and exceeds guest expectations by ensuring team handles all guest contact with a positive and courteous attitude Verifies that all reservations are input correctly into the system, including billing information. availability and price; communicates information to supervisor as needed. Demonstrates knowledge of Restaurant / Lounge / Beach shore/Jungle Island and Bloom. Facilitates all VIP and special requests. Maintains a favorable working relationship with all company employees to foster and promote a cooperative and harmonious working climate. Follows professional grooming and dress standards. Other duties and responsibilities as assigned.

Requirements

Strong written and verbal communication skills
Strong telephone and computer etiquette
Excellent interpersonal and customer service skills
Demonstrates a calm and professional manner at all times
Strong knowledge of hospitality operations
Ability to multi-task and remain organized
Ability to work extended hours as needed
Must have reliable, insured method of transportation
Associate degree (A.A.) or equivalent, 2 or more years of related experience, or equivalent combination of education and experience
Excellent verbal and written communication skills
Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow
Acute attention to detail
Strong interpersonal skills
Ability to understand and follow written and verbal instructions
Ability to work independently and as a member of various teams and committees
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm

Responsibilities

Take reservations and help customers over the phone and via email
Handle all telephone calls politely, timely and efficiently
Ensure consistent, effective communication from all departments to the Manager on duty
Ensure that all customer requests and feedback are responded to promptly and efficiently
Input guest notes into the reservation system
Optimize the database for S&M activity
Maintain the reservations system to ensure information is accurate and up to date
Ensure all messages are taken and delivered in line with restaurant/company standards
Record all customer requests/requirements and action taken as required
Verify that all voicemail and email requests are answered in a timely and efficient manner
Meet and exceed guest expectations by ensuring team handles all guest contact with a positive and courteous attitude
Verify that all reservations are input correctly into the system, including billing information, availability and price
Demonstrate knowledge of Restaurant / Lounge / Beach shore/Jungle Island and Bloom
Facilitate all VIP and special requests
Maintain a favorable working relationship with all company employees
Follow professional grooming and dress standards
Other duties and responsibilities as assigned