ICONA Hotel Reservation Specialist

ICONA RESORTS 1 • Chester, PA

7d

About The Position

The Hotel Reservation Specialist is responsible for managing a high volume of inbound calls in a timely matter. Ensure our guests are provided with guest support and services in a professional, efficient, and friendly manner.

Requirements

• High school diploma or equivalent required.
• Prior experience as Call Center Agent.
• Knowledge of Microsoft Office 365.

Nice To Haves

• Maestro experience preferred.

Responsibilities

• Manages high volume of inbound calls in a timely matter.
• Follow communication “scripts” when handling different topics.
• Identify guests' needs, clarify information, research every issue and provide solutions and/or alternatives.
• Seize opportunities to upsell products when they arise.
• Build sustainable relationships and engage with guests by going above and beyond.
• Keep records of all conversations in the call center database in a comprehensible way.
• Answers questions and recommends corrective services to address guest complaints.
• Keys information into computer to compile work volume statistics for accounting. purposes and to keep records of guest service requests and complaints
• Working knowledge of Track Pulse and Maestros systems.
• Performs other duties as directed.
• Weekly attendance to Aloha Culture Meetings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees