Reservations Specialist

Guest Services, Inc.•Park, KS

7d•$20

About The Position

The Reservations Specialist is responsible for the operation of the reservations center; oversee reservations, development of reservation personnel. Responsible for reservation activity/production of team to ensure achievement of their goals and objectives.

Requirements

High School Diploma.
2-4 years of Hospitality experience, call center or reservation department experience a plus.
Computer proficiency with the ability to utilize Microsoft Office programs as well as Property Management System (PMS) and booking software experience.
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.
Ability to arrange and coordinate employee schedules.
Excellent interpersonal, administrative, telephone and other communication skills.
Strong customer service abilities; actively looks for ways to assist customers and coworkers.
Ability to sit at a desk in front of a computer for the entire workday.
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.
Some local and national travel required.

Responsibilities

Oversee operations of the reservations call center in conjunction with individual unit goals and needs.
Assist in planning and developing daily operations; analyzing sales, call volume, conversions and labor.
Ensure compliance with established budget, scheduling, supervising, and participating in the operational duties specific to the department.
Assist in recruiting, supervising, training, scheduling, disciplining, reviewing, and directing reservations staff.
Develop goals for reservations personnel for inbound call volume, chat volume, emails, messaging, outbound call volume and conversion.
Develop a full working knowledge of the company brand and each individual location. Train personnel on brand and individual locations. Responsible for keeping all training materials up to date.
Ensure strong working relationship with location managers, front desk/support staff and finance personnel.
Respond to guest and property (unit) staff inquiries and assist in resolving customer complaints.
Ensure awareness of individual unit promotions, social media activities and digital campaigns as well as the unit’s local market and events. Keep staff up to date on same information.
Conduct regularly scheduled department meetings for review of operational and standard procedures.
Provide feedback to unit managers, when necessary, on critical guest feedback.
Assist Director of Sales with various reporting and analysis.
Maintain and ensure a safe working environment. Notify management of all unusual events, circumstances or other safety or quality control issues.
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.