Reservations Specialist

CoralTree Hospitality • Fort Lauderdale, FL

5h • Onsite

About The Position

South Florida’s beacon of hospitality, Pier Sixty-Six Resort has returned to Fort Lauderdale. This luxury resort hosts 325 guest rooms, suites and villas, plus an exclusive collection of 91 Private Resort Residences, 12 restaurants and lounges, a luxurious spa, curated pool options and a waterfront promenade with retail and dining. The Resort assembles over 600 diverse and talented Team Members to bring Pier Sixty-Six to life and create a new legacy by providing memorable experiences and stellar service to our guests and residents. We aspire to create a caring culture for our team, with state-of-the-art facilities, a first-class employee dining room and most importantly a focus on you as an individual, including your welfare and wellbeing. Pier Sixty-Six invites dedicated, energetic and polished hospitality enthusiasts eager for growth and stardom to join our team, and enjoy highly competitive wages, comprehensive benefits and a culture that honors and respects you. We currently have an opportunity for a well-rounded Reservations Specialist to join our Pier Sixty-Six Resort team! The Reservations Specialist will ensure all reservations are processed efficiently and highly customer service oriented. This position also requires maintaining an upbeat, positive, and professional demeanor in a busy and/or changeable office atmosphere.

Requirements

• Previous agent experience required, preferably in a hospitality or call center environment.
• Previous hospitality or related experience preferred (i.e. travel, tourism, airlines).
• People Person - must possess a professional, positive presentation and strong motivation to provide exceptional customer service.
• Ability to thrive and succeed in a fast-paced, demanding work environment.
• Ability to use office equipment in an efficient and effective manner.
• Strong organizational skills.
• Strong computer skills including proficiency with Microsoft Office software suite.
• Ability to read and comprehend instructions and create correspondence and memos.
• Ability to work as a team-player and accept assignments from multiple individuals.
• Willingness to work flexible hours, including evenings, weekends, and holidays, as required by the role's demands.
• Able to type 35 w.p.m.
• Fluency in English both verbally and non-verbally.
• Ability to prioritize and organize.

Nice To Haves

• Luxury hospitality experience and knowledge of Forbes Travel Guide or Leading Quality Assurance standards.

Responsibilities

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of all equipment. Use equipment only as intended.
• Resolve guests’ complaints, ensuring guests satisfaction.
• Work closely with the front desk to ensure that special guests requests are handled appropriately and consistently.
• Take reservation sales calls and make reservations in an efficient and customer focused manner to achieve high level guest service.
• Achieve consistent call quality scores of 90% or better.
• Process all reservation requests, changes and cancellations.
• Access guests’ history records to best service guests; maintain accurate information in guest history files.
• Monitor and respond to guest emails in an appropriate manner.
• Assist with communicating and completing accurate reservations statistical reporting.
• Ensure accuracy of all details for reservations entered into Infor HMS by overseeing checks and balances.
• Achieve a monthly conversion (sales) of 40% or higher.
• Willingness to work flexible hours, including evenings, weekends, and holidays, as required by the role's demands.
• Professional appearance is required.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Describe room accommodations and all amenities.
• Access all functions of the computer system.
• Obtain all designated information to book a reservation.
• Access guests’ history records to best service guests, maintain accurate information inn guest history files.
• Maximize rates for all reservations.
• Promote and sell holiday and other packages to callers requesting reservations on designated dates.
• Verify availability and suggest alternate dates for sold out dates.
• Explain deposit and cancellation policies to callers, assign confirmation/cancellation numbers and relay such to caller.
• Set up proper billing accounts and process advance deposits.
• Verify all reservation information with caller to ensure accuracy.
• Input correct information into proper fields to inform other departments of pertinent information (i.e., comments, alerts, guests’ messages).
• Input manual reservations into the system when necessary.
• Initiate deposit refunds or apply penalty when necessary.
• Refer requests for initial booking for group rooms, banquet or convention requests to the Sales Department.
• Other duties as assigned.

Benefits

• Group medical, dental, vision, life, and disability benefits
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement
• An employee assistance program
• Paid time off/sick time
• Participation in a 401(k) plan with a company match
• Complimentary team member meals
• Complimentary room nights at CoralTree Hospitality managed properties

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed