Job Details

ID #2636977
State Hawaii
City Hawaii
Full-time
Salary USD TBD TBD
Source Diamond Resorts International
Showed 2019-08-20
Date 2019-08-20
Deadline 2019-10-19
Category Et cetera
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Reservations Agent

Hawaii, Hawaii 00000 Hawaii USA

Vacancy expired!

JOB SUMMARY

Convert guest inquiries into confirmed reservations; inform guests of available amenities, experience and dining options; and communicate special preferences of each guest in the guest profile to insure a pleasant stay. ESSENTIAL JOB FUNCTIONS

Understand and be knowledgeable with the layout of the resort, its facilities, outlets, services, experiences and transportation options – including the hours of operation for all.

Answers reservations calls promptly and professionally providing each inquiry with a detailed explanation of the property, amenities and experiences with the goal of confirming a reservation for each inquiry.

Process each reservation with accurate billing, market segment, source code, service codes, notes and traces as necessary.

Knowledgeable at all times of the selling status and rates for all packages and room types, understanding the inclusions of all packages and the benefits of each room type.

Responsible for starting work at the scheduled time, with tools in place and activated (i.e., headset/telephone ready, logged into PMS and ACD) and available for incoming calls at the scheduled time.

Responsible for understanding all special offers, promotions and discounts available to prospective guests (as well as the restrictions and any qualifications of each offer).

Provide same day response to reservation requests/inquiries via telephone, fax, e-mail and direct mail. Provide same day email confirmations.

Accurately input group/wholesale/OTA reservations and provide prompt confirmations via Extranet, Fax or email.

Answer all telephone calls by the third ring and in a courteous and professional manner.

Meet or exceed departmental goals for abandoned calls, call conversion, and talk-time.

Responsible for maintaining acceptable scores on all reservation department metrics (conversion, talk time, shop scores and abandoned calls)

Process changes, cancellations and special requests in a timely manner.

Knowledgeable of the hotel policy for no-show reservations, cancellation and deposit policy.

Review previous days made reservations for accuracy, amenities, special service codes, upgrades etc.

Preview daily arrivals to insure accuracy of reservation details and traces

Insure that all package reservations have the appropriate package components and notifications in PMS.

Process advance deposits as required

Accurately enter group and direct billing information as provided by Sales and client.

Coordinates reservations involving billing charges to the credit card of a second party.

Attend necessary meetings and participates in monthly training sessions.

Resolve guest problems and complaints in a timely and professional manner.

Treat each guest and team member with courtesy and respect in a warm, sincere manner at all times.

Have a working knowledge of the Front Desk and how it relates to reservations

Promptly communicate with front desk on No-Shows

Be aware of, and strictly adhere to, all Safety and Emergency Procedures set forth by the Security Department.

Due to the cyclical nature of our industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Provide feedback pertaining to rates, packages, and inventory to the Reservations Manager and the Director of Revenue

Be fully competent in Reservations Department Standard Operating Procedures

Perform other related duties and special projects as requested by Management.The above duties/responsibilities are not intended to be an ‘all-inclusive’ list of duties and responsibilities of the job described, they are intended only to describe the general nature of the job. EXPERIENCE

Prior experience with travel industry or customer service related experience

Experience with a reservation system and hotel property management systems preferred.

Knowledgeable in all Microsoft Office applications required.Job: Reservations Title: Reservations Agent Location: Hawaii-Honolulu Requisition ID: MOD000067

Vacancy expired!

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