Luxury Spa Resort Reservationist

EOS Hospitality Lake Austin Employee LLC

3d•Onsite

About The Position

Exemplify the Lake Austin Spa Resort brand throughout every guest interaction. Generate revenue by providing excellent customer service while making guest reservations promptly and thoughtfully. Quote rates correctly, ensure availability, and accurately reserve appointments utilizing Book 4 Time and Opera Cloud software. Process gift certificate orders. Take reasonable steps during and after the call to ensure guest satisfaction. Regularly attend and participate in training and staff meetings. Use active listening skills to determine guest's needs and revenue potential. Organize amenities, arranges transfers, and makes any necessary arrangements for guests with outside vendors to provide the caller with high quality customer service. Processes outbound correspondence, including preparing MS Word documents and letters to be mailed, emailed, or faxed. Attends to messages and promptly distributes work according to departmental policy and procedure. Promote the sales of additional spa services in a positive and motivational manner. Process online spa appointment requests for upcoming day and overnight guests. Confirm future appointments by phone and email. Attends and participates in briefings and specialized training programs to acquire up-to-date information and increase product knowledge. This includes, but is not limited to, policies, procedures, promotions, and special programs, rates, or packages. Assist the Sales & Marketing Department in collecting data for future marketing efforts.

Requirements

High School Diploma or GED
1+ years of consistent experience in customer service or hotel hospitality
Flexibility schedule, including weekends and holidays
Exceptional verbal communication and listening skills
Pleasant and personable. Must maintain a good working relationship with co-workers, the LASR leadership team, and property personnel.
Excellent customer focus with the ability to quickly establish credibility and make a connection with guests
Ability to project a positive attitude over the phone
Ability to multi-task (speak with guests on the phone while accessing the computer and entering critical information)
Proficient with Microsoft products
Ability to be efficient and productive in a fast-paced environment
Pleasant personality; self-starter; enthusiastic team player; self-motivated.
Ability to work independently, exercise initiative, and make decisions with confidence and collaborate as a team

Nice To Haves

Opera/Book 4 Time knowledge and experience ideal
Previous reservations or call center experience is helpful
Working knowledge of computers or a demonstrated technical aptitude and ability to learn new systems quickly

Responsibilities

Exemplify the Lake Austin Spa Resort brand throughout every guest interaction.
Generate revenue by providing excellent customer service while making guest reservations promptly and thoughtfully.
Quote rates correctly, ensure availability, and accurately reserve appointments utilizing Book 4 Time and Opera Cloud software.
Process gift certificate orders.
Take reasonable steps during and after the call to ensure guest satisfaction.
Regularly attend and participate in training and staff meetings.
Use active listening skills to determine guest's needs and revenue potential.
Organize amenities, arranges transfers, and makes any necessary arrangements for guests with outside vendors to provide the caller with high quality customer service.
Processes outbound correspondence, including preparing MS Word documents and letters to be mailed, emailed, or faxed.
Attends to messages and promptly distributes work according to departmental policy and procedure.
Promote the sales of additional spa services in a positive and motivational manner.
Process online spa appointment requests for upcoming day and overnight guests.
Confirm future appointments by phone and email.
Attends and participates in briefings and specialized training programs to acquire up-to-date information and increase product knowledge.
Assist the Sales & Marketing Department in collecting data for future marketing efforts.