Reservationist

Guest Services • Naples, FL

4h • $18 • Onsite

About The Position

The Reservations Agent must have the ability to perform all reservations call center functions including taking reservations, making outbound calls, email, SMS and website chat communication with guests. This role involves managing high-volume call, email, messaging, SMS, and website chat activity. The agent will actively sell rooms, accurately quote rates, packages, additional fees, and policies, and upsell to higher-priced products or packages when possible. Effective and respectful communication with customers verbally and through various digital channels is essential. The agent must stay informed about individual location promotions, area events, social media activity, and digital campaigns to ensure accurate guest communication. A comprehensive understanding of the company brand and each individual location, including their websites, product types, destination information, amenities, hours, policies, fees, and ADA specifications, is required. The role also involves responding to guest inquiries and assisting in resolving customer complaints, accurately posting charges and refunds, performing department opening/closing procedures, and representing the company professionally at all times.

Requirements

• High School Diploma.
• Minimum of at least 18 years of age.
• Computer proficiency with the ability to utilize Office 365.
• Demonstrated talent for interacting with a wide variety of people.
• Ability to effectively organize and coordinate multiple priorities.
• Ability to learn and develop new skills.
• Ability to problem solve.
• Solid organizational skills for learning and maintaining information.
• Ability to quickly find/access data for guest assistance.
• Excellent interpersonal, administrative, telephone and other communication skills.
• Strong customer service abilities.
• Actively looks for ways to assist customers and coworkers.
• Ability to sit or stand at a desk in front of a computer for the entire workday.
• Ability to work all days of the week and holidays.
• Reading and writing work-related documents in English.
• Speech recognition and clarity, including the ability to understand the speech of customers and co-workers and the ability to speak clearly so that you can be understood by customers and co-workers in English.
• Constantly communicates and receives verbal communication with other employees in a fast-paced environment.
• Lifting, carrying, and pushing up to 15lbs., occasionally up to 30 lbs. (seldom).
• Occasionally stoop, kneel, or crouch.

Nice To Haves

• Hotel, front desk, and/or reservations experience preferred.
• Property Management System (PMS) experience.

Responsibilities

• Manage call activity, email activity, messaging activity, SMS activity and website chat activity at a high, fast volume.
• Actively sell rooms to customers while accurately quoting rates, packages, additional fees, and policies.
• Upsell to higher priced products or packages when possible.
• Effectively and respectfully communicate with customers verbally and through email or messaging.
• Be aware of individual location promotions, area events, social media activity and digital campaigns to ensure accurate guest communication.
• Develop a full working knowledge of the company brand and each individual location including but not limited to location website, product types, destination information, amenity information and hours, location, policies, fees, and ADA specifications.
• Respond to guest inquiries (through voice, SMS, email, or social media) and assist in resolving customer complaints.
• Accurately post charges and refunds to reservations when necessary.
• Perform department opening and/or closing procedures.
• Represent the company in a professional and positive manner at all times.
• Maintain and enhance the company’s image when interacting with clients, guests, associates, and vendors.

Benefits

• Guest Services, Inc. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment and promotion without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
• We embrace Diversity, Equity, and Inclusion (DEI) and the richness it brings to our company. Our commitment is to provide an inclusive workplace where individuals can bring their whole selves to work, enabling them to provide the best level of service to our diverse customer base.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED