ICONA Hotel Reservation Specialist
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. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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.
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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
