Central Reservations Agent

Department: CRO
Reports to: CRO Supervisor
Status: Non-Exempt
I. Job Purpose/Objective:
This position is the primary voice and initial experience for all customer and/or agent reservations. CRO Agents communicate verbally and in writing with all customers, vendors and other Roberts Hawaii departments. CRO Agents primarily answer incoming calls, check and process orders received via departmental email, fax and website portal. Reservation requests are handled with excellent customer service and must therefore be handled in a timely manner, with attention to detail accuracy and follow through.
II. Essential Job Functions:

• Book reservations for all Roberts Hawaii products and services in all four (4) major islands (subject to change)
• Understand and adhere to all company and department policies, procedures, and codes of conduct
• Answer incoming calls while providing excellent customer service in order to reconfirm reservation information with customer via phone and Fare Harbor system; process payments, and answer inquiries
• Communicate both verbally and in writing in order to create accurate reports and deliver presentations
• Troubleshoot and resolve customer issues in absence of a Supervisor or Manager
• Escalate reservation and operational challenges and issues to Lead, Supervisor, Manager and/or Director for resolution
• Attend training for customer service, systems, new products and services and other areas as needed
• Share feedback and assist with process improvement and documentation for CRO Agent tasks
• Complete daily tasks as assigned, including but not limited to:

• Complete OS Ticket assignments
• Check email frequently for product and operational updates
• Check and process orders or requests received via departmental email, fax and website portal via Fare Harbor
• Forward special email requests to Groups department, Supervisor, Manager or Director as circumstance dictates
• Compile and send manifests to the appropriate parties and departments to be notified


• Download and process reservations from Expedia, AVIP, and other agencies
• Provide counts throughout the day to relevant Roberts Hawaii department counterparts
• Purchase airline tickets, confirm with customer, and complete the reservation process for One-Day tours
• Assist with projects and perform other duties as assigned or requested

III. Essential Skills (Minimum qualifications individual must possess when entering position) - i.e. skillsets, education, certifications, etc.:

• High School Diploma or equivalent
• Knowledge of Roberts Hawaii products and statewide island familiarity
• Prior customer service and administrative experience preferred
• Ability to work a flexible schedule including nights and weekends
• Able to type a minimum of 40 wpm accurately
• Computer literate and proficient with Outlook, Internet, Word, and Excel
• Familiarity with working basic office equipment and machines, including but not limited to, faxes and multi-line phone system
• Ability to learn quickly and organize information for professional use and reference
• Ability to calculate basic math functions such as addition, subtraction, and multiplication
• Ability to read, write and communicate clearly and effectively
• Ability to multi-task and prioritize according to an ever changing work load and business demands
• Ability to work in a fast-paced environment
• Meet commitments, work independently, accept accountability, handle change, set personal standards, stay focused under pressure, meet attendance/punctuality requirements
• Good listening skills with ability to build strong relationships
• Flexible and open-minded in order to negotiate effectively, solicit performance feedback and productively handle constructive criticism
• Keep information organized and accessible, maintain clean/functional work space, work systematically/efficiently, manage time well
• Promote mutual respect, keep workplace clean and safe, support safety programs

IV. Working Conditions/Job Environment:

• Air Conditioned office
• Desk and chair
• General office equipment and supplies
• Sedentary work: Must be able to sit for extended periods of time
• Exposure to potential eye and muscle strain due to constant use of computer
• Some remote work may be necessary

The information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.
EOE/M/F/Vet/Disabilities