Call Center Reservations Agent: Part Time Year Round

Call Center New Paltz, New York


BASIC JOB FUNCTIONS AND RESPONSIBILITIES:

The Reservation Sales Agent’s primary responsibility is to capture as many reservations as possible by utilizing selling techniques effectively. The ideal candidate would be courteous, self-motivated and detail-oriented. Process reservations and corresponding NAVIS tasks associated with the reservations received via telephone, mail, and electronic mail, facsimile, in person or through the booking engine.

ESSNTIAL JOB FUNCTIONS:

  • Be knowledgeable of Mohonk Mountain House’s features, services and hours of operation.  
  • Assist guests by selling future reservations
  • Promptly follow up with guest inquiry leads for second chance bookings
  • Answer telephone calls and emails in a clear and professional manner
  • Attend required coaching sessions as scheduled to review call quality, Enhanced Lead Management compliance and productivity.
  • Maintain potential and current guest profile information
  • Assist customers with questions regarding their existing reservations
  • Strong ability to multi-task and pay attention to detail
  • Deliver the highest standard of service to all customers
  • Effectively manage daily correspondences and operational tasks to exceed customer expectations and expand customer base
  • Display effective computer literacy and be familiar with MS Office software (Outlook, Word, Excel). NAVIS Applications & Software knowledge a plus.
  • Possess a positive and upbeat attitude at all times
  • Professional customer service nature with a desire to exceed
  • Exceptional verbal and written communication skills
  • Communicate with other departments the guest’s requests, concerns and needs.
  • Assist all departments and employees in obtaining information about guests, dining options and rooms relevant to guest stays and availability.
  • Organize and maintain a workstation with rate, package and resort information.
  • Promote positive guest relations with both guests and co-works in person, in writing and over the telephone.
  • Maintain open and concise communication with management, co-workers and guests.
  • Enter and confirm reservations in the systems with the utmost accuracy and detail to capture all important information.
  • Participate in outbound sales communications.
  • Needs to know, understand and use proper policies when processing reservations, taxes, service charge, dress code, cancellation, check-in, check-out, dining, resort activities and amenities.
  • Maintain knowledge of all activities, program and additional fees that guests might incur.
  • Must know proper accounting procedures for deposits, refunds, rate adjustments and end of shift audits.
  • Comply with required uniform and dress code policies.
  • Maintain a focus on keeping an appropriately high call volume and conversion ratio based on goals set by the department managers.
  • Assist Front Office with reservations, room changes, room shows, check-ins, check-outs and other tasks when needed.
  • Process special requirements and needs for guests through the proper channels so that the requests and needs are met accurately and to the guest’s satisfaction and safety.
  • Speak to guests, co-workers and managers using clear, concise and professional tone of voice.
  • Able to clearly communicate in English, verbally and written with guests, coworkers, and management.
  • Use good interpersonal skills and willing to follow the Mohonk Mountain House Service Program.
  • Able to maintain professional composure and use good manners on the telephone and in person.
  • Maintain a calm demeanor when pressure.
  • Be dependable, responsible and maintain good attendance.
  • Computer experience with data entry and windows base programs.
  • Able to remain sitting at a computer station for long periods of time to process reservations.
  • Able to navigate stairs. Supplies and guestrooms require the use of stairs.
  • Lift as much as 15 lbs. (brochure boxes, folio paper and envelopes)
  • Appropriate hearing levels to use telephone system.
  • Clear vision to view computer screens and office equipment for accuracy.
  • Ability to maintain focus on the job task at hand to think clearly and quickly.
  • Good memory to learn and effectively process job responsibilities efficiently and confidently.
  • Good organization skills and attention to detail.
  • Professional, neat, and well groomed during work shifts.
  • Ability to work independently, and under daily job stress while maintaining composure.
  • Must be flexible with work schedule.
  • Able to perform basic mathematics calculations.
QUALIFICATIONS: 
  • High School diploma.
  • Prior hospitality or customer service experience preferred.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.