Reservations Specialist

Pier Sixty Six • Fort Lauderdale, FL

2d • Onsite

About The Position

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. Pier Sixty-Six Resort is seeking a well-rounded Reservations Specialist to join their team.

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