Room Reservation Agent

Position Description:
Provide guests with a friendly and efficient service by answering incoming calls for the purpose of selling and reserving hotel rooms in a high volume call center for multiple properties. Assisting in routine tasks and duties such as data entry and reservation review. Answer as many calls effectively and efficiently as possible, with minimal errors and minimal downtime. Convert as many calls as possible into hotel reservations by providing exceptional service, crossing selling and offering available discounts. Always provide exceptional service to all callers.

• Greeting is to be given in a clear, friendly tone of voice at the appropriate speed.
• Attentively listen and understand the request for assistance. At times, callers are not sure what they require, and it is the responsibility of the agent to deliver what the caller really needs.
• You are expected to go the extra mile to ensure the needs and expectations of the caller are met.
• All reservations and information given is to be accurate. Ensure you are providing and reviewing all pertinent information to the caller regarding their hotel stay to ensure no surprises upon arrival.
• Ensure you are confident when speaking to the caller and handling their requests in an efficient manner.
• Say the guests name multiple times throughout the conversation, especially when ending the call.
• Offer to assist co-workers with any tasks they may need help with. Respond to requests by co-workers to do their tasks when they will be out.
• Be willing to alter your schedule to assist a co-worker if asked.
• Maintain an approachable demeanor, assist co-workers with questions they may have.
• Provide excellent customer service by answering all incoming calls with approved greeting, friendly tone and be ready to listen to the guests’ requests.
• Possess knowledge of the hotel system and other computer applications used on a daily basis. Be comfortable and efficient in moving around and between them.
• Make every effort to reserve a hotel stay on every call.
• Input all reservation accurately to ensure a positive experience for guest.
• Read all information that is provided in ‘Group Text’, adhering to valid and excluded dates, minimum stays, and any other promotional related information.
• Make every effort to handle all calls to the guests’ satisfaction. Handle any complaints or questions efficiently, know what steps to take when you need assistance.
• Complete any additional tasks that are assigned in a timely manner or as needed.
• Wholesale desk duties are to be handled daily with efficiency and with accuracy.
• Emails are to be handled efficiently and in a professional manner.
• All documents and applications provided to assist in daily job are to be reviewed when notified of an update or throughout your shift. This includes the Sharepoint, handouts and email.

Position Requirements:

• High school diploma or equivalent required.
• One year experience in a call center required with hotel industry experience preferred.
• Ability to communicate with guests and staff in English.
• Ability to utilize basic office/call center equipment not limited to: computer, headset and telephone.
• Must be able to work flexible shifts.
• Able to stand for long periods of time.
• Detail oriented and able to multitask.
• Must be able to obtain/maintain any necessary certifications and/or licenses as required by local gaming regulations