Reservations and Customer Service Associate

134679JOB

DESCRIPTION

Title:

Reservation Specialist Reports To:

Reservation Manager

SCOPE OF POSITION

To ensure guest satisfaction by delivering quality service, consistency, and executing excellence through the entire guest experience. Ensuring seamless guest experience by working with and within the Company's management team and personnel. Giving personalized guest service and connecting emotionally to guests in a positive way.

DUTIES & RESPONSIBILITIES PRIMARY DUTIES

Reservations

• Be able to take reservations and/or leads(inquiries) on the reservation system. In person, on phone and by text.
• Ensure all necessary information is obtained upon booking the reservation, taking into consideration all specialized requests.
• Ensure the guest's privacy is maintained at all times.
• Answer all guest questions regarding resort, amenities, and local attractions. Upsell the resort, its facilities and accommodations whenever possible.
• Fulfilling guest needs and requests during their stay to the highest standard.
• Effectively communicate by relaying information to management or correct personnel.
• Ensuring E-mail and or text messages are sent and any that are received are logged into the system and delivered to guests promptly.
• Be familiar with all room rates, availability, events, promotions, policies and staffing for the resort.
• Provide on-call reservations duties weekly at least 3 days per week
• Sell Merchandise in the office/store as needed Help show RV guests to their sites.

Help with guest requests after 5pm in the Glamping area

OTHER PRIMARY DUTIES

• Note any guest issues
• Note any equipment breakdown or maintenance issue in the Maintenance system immediately.

OTHER DUTIES

• Attend training sessions and meetings as needed.
• Always communicate any problems or issues regardless of the severity to Management.
• Maintain a high level of communication within the department regarding relevant inter-department associates and guests.
• Other duties and work, and where, as directed by Management.

KNOWLEDGE, SKILLS AND ABILITIES

• Understand Company Policy Guide
• Be able to speak, read, write and understand English in the workplace.
• Demonstrate effective communication skills both written & verbal
• Have excellent customer relation skills and telephone etiquette.
• Possess telephone, computer and keyboard skills.
• Excellent Customer Service (handle sensitive situations with extreme kindness and professionalism. Be firm when rules and guidelines need enforcing, incident form reporting).
• Detail Oriented. Self-Starter
• Ability to work multiple shifts, day, evenings, week days, week ends.
• Proficient in Excel, Word, PowerPoint, and Google Docs

PERSONAL ATTRIBUTES

• Be honest and trustworthy
• Possess cultural awareness and sensitivity
• Be flexible
• Respect
• For others and yourself
• Cooperation
• If you need help, ask. If you are asked for help, give it.
• Devotion
• Sincere interest in helping our customers and other staff members
• "WOW"
• Deliver unexpected great service
• Fun
• Be a passionate team player and have FUN!

PHYSICAL DEMANDS

• Must be able to work on call for all shifts including nights and weekends.
• Must be able to stand and exert well-paced mobility for duration of shift
• Must be able to exert a well-paced ability to reach other areas of the Resort on a timely basis.
• Must be able to use computers, which may cause eyestrain.

REQUIRED EDUCATION & CERTIFICATES / SKILLS

• High School Certificate or Equivalent qualification
• Completion of (or working towards) completion of Hospitality qualification (desirable)
• 6 months in a similar role
• Experience in a resort or Hotel/motel Industry (desirable).
• Must have a valid driver's license and a clean Motor Vehicle Report.
• Willing to get a Food Handlers Permit if directed by Management.
• Possess knowledge of First Aid and CPR or be willing to gain it within 2 months of employment.

Job Type:

Part-time Pay:

$17.00

• $20.

00 per hour Ability to

Commute:

Virgin, UT 84779 (Required) Ability to

Relocate:

Virgin, UT 84779: Relocate before starting work (Required)

Work Location:

In person