Summary:
In this role, you will be responsible for handling customer inquiries, processing reservations, and ensuring a seamless booking experience. You will work directly with customers via phone, email, and other communication channels, providing exceptional service while maintaining accuracy and efficiency. The ideal candidate will have excellent communication skills, a strong customer service mindset, and the ability to manage multiple tasks in a fast-paced environment.
Diversity helps us build a team that represents a variety of backgrounds, skills, and perspectives. We are an Equal Opportunity Employer
Duties and Responsibilities include the following. Other duties may be assigned.
- Customer Support: Respond promptly and professionally to incoming calls, emails, and online chat inquiries regarding reservations, availability, and product details.
- Reservation Processing: Assist customers with booking reservations for accommodations, tours, and events, ensuring all information is accurately entered into the booking system.
- Provide Information: Offer clear and accurate information about services, pricing, policies, and special promotions.
- Manage Changes & Cancellations: Handle modifications, cancellations, and rebooking’s of reservations as requested by customers, ensuring that changes are recorded accurately.
- Upselling: Identify opportunities to upsell additional services, upgrades, or special packages to enhance the customer experience.
- Resolve Issues: Address and resolve customer concerns or issues related to reservations, providing timely and effective solutions.
- Collaboration: Work closely with internal teams (e.g., customer service, sales, housekeeping, and event coordinators) to ensure seamless service and accurate booking fulfillment.
- Data Accuracy: Maintain accurate records of all reservations, customer preferences, and special requests.
- Documentation: Ensure proper documentation of all interactions and transactions in the reservation system.
Essential Qualifications and Competencies:
- High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
- Previous experience in a reservations, customer service, or hospitality role preferred but not required.
- Familiarity with booking systems. Technical competence in Microsoft Office Products. Ability to learn and adapt to new software systems quickly. Three separate systems will need to be learned upon hiring.
- Ability to apply common sense, understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole number, common fractions, and decimals. Ability to compute rate, ratio, and percentages.
- Fluent in English. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one situations in person and over the telephone.
- Excellent communication and customer service skills are essential.
- Demonstrated ability to multi-task in a high-pressure work environment and work well in multi-disciplinary teams.
- Comfortable working in a fast paced and sometimes intense work environment.
- US Citizenship of valid employment authorization is absolutely required.
- Must be willing and able to pass a background check.
