What are the responsibilities and job description for the Hotel Reservation Specialist-Seasonal position at ICONA MANAGEMENT?
About ICONA Resorts
When you come to work for ICONA Resorts you will join a strong team that strives to serve our guests with the Aloha spirit of warmth, welcome and love. We pride ourselves on a strong company culture where all of us need each of us and each of us need all of us. In this spirit, all team members come together once a week for Aloha meetings, to grow in knowledge and company culture, and to hear our most recent guest reviews! If you have a passion for people, a heart for hospitality, and are ready to serve, we invite you to apply to join our team of hospitality professionals today!
Job Title
Hotel Reservation Specialist
Classification
Non-Exempt
Reports to
Reservations Manager
Job Description
The Hotel Reservation Specialist is responsible for managing a high volume of inbound calls in a timely matter. Ensure our guests are provided with guest support and services in a professional, efficient, and friendly manner.
Essential Functions
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Manages high volume of inbound calls in a timely matter.
- Follow communication “scripts” when handling different topics.
- Identify guests' needs, clarify information, research every issue and provide solutions and/or alternatives.
- Seize opportunities to upsell products when they arise.
- Build sustainable relationships and engage with guests by going above and beyond.
- Keep records of all conversations in the call center database in a comprehensible way.
- Answers questions and recommends corrective services to address guest complaints.
- Keys information into computer to compile work volume statistics for accounting. purposes and to keep records of guest service requests and complaints
- Working knowledge of Track Pulse and Maestros systems.
- Performs other duties as directed.
- Weekly attendance to Aloha Culture Meetings.
Competencies
- Communication Proficiency
- Problem Solving
- Guest Focus
- Stress Management/Composure
- Thoroughness
- Organizational Skills
- Time Management
Supervisory Responsibility
This position has no supervisory responsibility.
Work Environment
This position operates in an office/hotel setting. On the water, views, gym onsite, restaurant onsite, natural light, 24hr security, ergonomic workstations (sit/stand desks) and chairs.
Physical Demands
The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.
While performing the duties of this job, the Team Member is regularly required to talk or hear. The Team Member is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
PHYSICAL ENVIRONMENTAL DEMANDS:
- Stand- Under 2/3rd of the time
- Walk- Under 2/3rd of the time
- Sit- Over 2/3rd of the time
- Use hands to fingers, handle or feel- Over 2/3rd of the time
- Reach with arms and hands- Over 2/3rd of the time
- Climb or balance- Up to 2/3rd of the time
- Stoop, kneel, crouch or crawl- Up to 2/3rd of the time
- Talk or hear- Over 2/3rd of the time
- Lift minimum of 5lbs.- 50 lbs.- Over 2/3rd of the time
- Adherence to all policy and procedures delineated in the ICONA Handbook
Position Type/Expected Hours of Work
This is a full-time position. This role requires forty plus hours to include nights, weekends, and holidays.
Travel
There is 30% travel.
Required Education and Experience
- High school diploma or equivalent required.
- Prior experience as Call Center Agent.
- Knowledge of Microsoft Office 365.
- Maestro experience preferred.
Other Duties
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 Team Member for this job. Duties, responsibilities and activities may change at any time with or without notice.?
