Call Center Reservation Agent

SUMMARY

Grand Sierra Resort reservation agents help people book their stay at the GSR. Reservation agents work a in call center environment for the property and take incoming calls for people inquiring about the GSR.

They are friendly and efficient, helping guests find the right accommodations to fit their needs, suggesting different packages or amenities that the facility offers and asking questions to help determine what the client needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Must be comfortable with phone work and data entry.
• Listen and respond to guest inquiries using a positive, clear speaking voice.
• Answer questions and offer assistance to provide guest satisfaction.
• Relay accurate information to guests regarding hours of operation, Hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
• Answer calls and process requests from guests. Make, return and follow-up on calls to maintain proper communications with guests, departmental staff and management staff.
• Book, cancel, or otherwise modify room reservations as per the requests of our customers.
• Make deposits, check e-mail, make rate comparisons, log all faxes, handle department mail, file, and check confirmations and ticket wholesalers, as part of side work.
• Assist guests with faxes, telephone calls, mail, packages, directions and all other basic inquires. Assist guests with questions or problems they may have regarding their room or account in person, or on the telephone.
• Other duties as assigned.

KNOWLEDGE / SKILLS / ABILITIES

• Excellent customer service skills on both the phone and in person required.
• Ability to multi-task between 3 different software programs for Room Reservations, PBX, and event ticketing.
• 2 years customer service
• Excellent verbal, written, and oral communication skills.
• Proactive and works well under pressure in a fast paced environment.
• Outstanding coordination and organizational skills with the ability to multi-task
• High degree of accuracy
• High School Diploma or GED required. College degree preferred or any communication of education, training, or experience.
• Must speak, read, write and understand English.
• Ability to speak Spanish preferred but not required

PHYSICAL DEMAND

• While performing the duties of this job, the employee is constantly standing, kneeling, walking, reaching, twisting, grasping, lifting, listening, using computer, telephone, and speaking.
• Frequently using wrist motion, dexterity, eye-hand coordination, and writing, typing on computer keyboard.
• Must be able to lift, push, or pull up to 25 pounds.

WORKING CONDITIONS

Work performed indoors, in climate controlled environment. The noise level in the work environment is usually moderate. Employee may be exposed to odor and secondhand smoke.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK SCHEDULE / HOURS

Must be flexible if needed for occasional work outside of normal business hours.