Part Time Call Center Attendant

Wheeling Park Commission•Wheeling, WV

11d•$15 - $17

About The Position

Provide prompt, courteous and efficient handling of all requests for guest reservations, changes and cancellations in a timely, friendly and efficient manner. This role involves maintaining complete knowledge of departmental policies, resort facilities, guest rooms, room availability, rates, packages, promotions, and scheduled events. The attendant will utilize a computer system to access and maintain reservation information, answer calls professionally, process various reservation requests, and assist callers with dining, spa, and golf reservations. Maximizing rates, explaining policies, processing deposits, and inputting manual reservations are key duties. The role also includes referring group booking requests to the Sales Department and monitoring waitlists.

Requirements

Ability to maintain complete knowledge of all resort facilities/services, hours of operation.
Ability to maintain complete knowledge of all guest room layouts, bed types, decor, appointments and locations.
Ability to maintain complete knowledge of room availability for any given day.
Ability to maintain complete knowledge of restricted dates, rates and room types.
Ability to maintain complete knowledge of all room rates, packages and promotions.
Ability to maintain complete knowledge of entertainment/special events scheduled at the resort.
Ability to access all functions of computer system.
Ability to maintain applicable information in reservation system, ensuring information is accurate and calls are coded correctly.
Ability to answer telephone calls within 3 rings, using correct salutations and professional telephone etiquette.
Ability to process all reservation requests, changes and cancellations received by phone, fax and email.
Ability to ascertain callers' needs through open-ended questions.
Ability to obtain all designated information to book a reservation.
Ability to accommodate special requests and designate such in system.
Ability to access guest history records to best service guests; maintain accurate information in guest history files.
Ability to maximize rate for all reservations.
Ability to assist callers with dining, spa, and golf reservations and amenity orders.
Ability to verify availability.
Ability to suggest alternate dates for sold-out dates.
Ability to explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
Ability to process advance deposits.
Ability to verify all reservation information with caller to ensure accuracy.
Ability to input all manual reservations into the system.
Ability to process confirmation letters.
Ability to refer requests for initial booking of group rooms, banquet, meeting and wedding requests to the Sales Department.
Ability to monitor and maintain wait lists daily.
Ability to work flexible schedule including weekends, evenings and holidays.

Responsibilities

Provide prompt, courteous and efficient handling of all requests for guest reservations, changes and cancellations.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Anticipate guests’ needs, respond promptly and acknowledge all guests.
Maintain positive guest relations at all times.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge of resort facilities/services, hours of operation, guest room layouts, bed types, decor, appointments and locations, room availability, restricted dates, rates and room types, room rates, packages and promotions, and entertainment/special events.
Access all functions of computer system.
Maintain applicable information in reservation system, ensuring information is accurate and calls are coded correctly.
Answer telephone calls within 3 rings, using correct salutations and professional telephone etiquette.
Process all reservation requests, changes and cancellations received by phone, fax and email.
Ascertain callers' needs through open-ended questions.
Obtain all designated information to book a reservation.
Accommodate special requests and designate such in system.
Access guest history records to best service guests; maintain accurate information in guest history files.
Maximize rate for all reservations.
Assist callers with dining, spa, and golf reservations and amenity orders.
Verify availability and suggest alternate dates for sold-out dates.
Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
Process advance deposits.
Verify all reservation information with caller to ensure accuracy.
Input all manual reservations into the system.
Process confirmation letters.
Refer requests for initial booking of group rooms, banquet, meeting and wedding requests to the Sales Department.
Monitor and maintain wait lists daily.
Work flexible schedule including weekends, evenings and holidays.
Perform all other duties as assigned.