Hospitality Reservations Agent, Luxury Lifestyle Call Center

Job Description

Job Description

Company Description

Ennismore offers our team members and our guests a hip, cutting-edge experiences in the world of hotels and restaurants. We have an exciting job opportunity to join our Team as a Reservations Agent at our Luxury and Lifestyle Call Center in the heart of Miami.

Job Description

Position is in person, onsite in Miami, FL

Nights, weekends, and holidays may be required

Under the guidance of the Call Center Manager, the Reservations Agent is responsible for answering all telephone inquiries with regard to the room, F&B, Nightlife, Spa, and information for the hotel. The agent is to answer all inquiries in a professional, courteous, and efficient manner and attempt to secure a guaranteed reservation whenever possible.

Duties & Functions :

• Answer all phone calls promptly and in a courteous manner.
• Be knowledgeable of current rates, marketing specials, resort operations, and other information necessary to answer guest inquiries.
• Know the layout of the hotels including all room types, suites, and meeting rooms.
• Have a complete working knowledge of the reservation functions in the Call Center.
• Be aware at all times of the selling status of the hotels.
• Have a complete knowledge of our special rates and packages and know which benefits are included in each.
• Secure all required information from the guest when making a reservation.
• Understand and follow the reservation policy pertaining to guarantees, cancellations, and no- shows and communicate them clearly to each guest.
• Follow up on any guest requests to ensure satisfaction in a friendly and professional manner.
• Process all advance deposits on future reservations and post each deposit to the guest’s reservation.
• Balance and run necessary reports daily.
• Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence files, and mail out brochures as requested.
• Be aware of and adhere to the rules and regulations of the Call Center.
• Participate in departmental meetings assisting in the development of daily operations and the overall Call Center and related areas.
• Create and maintain positive relationships with all departments within the hotels and know how they relate to the Call Center.
• Be knowledgeable of all Food and beverage venues, operations, events, specials, hours of operations, and any other relevant information to process reservations / bookings and answer all inquiries.
• Where applicable, be knowledgeable of the spa including basic service treatments, rates, and any other information necessary to answer guest inquiries.
• Where applicable, be knowledgeable of Nightlife venues, operations, events, hours of operations, and any other relevant information to process reservations / bookings and answer all inquiries.
• Assist with inputting weekend third-party reservations such as Internet and wholesale.
• Any other reasonable duties as assigned by the supervisor or manager
• We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional service

ADDITIONAL RESPONSIBILITIES

SUPPORTIVE FUNCTIONS

In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

OTHER DUTIES

GROOMING / UNIFORMS

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and / or required articles of clothing will be explained to you as a part of the orientation process.

OTHER

Additional language ability preferred.

Qualifications

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

Additional Information

All your information will be kept confidential according to EEO guidelines.