Reservations Specialist

Reservations Specialist

South Florida's beacon of hospitality, Pier Sixty-Six Resort returned to Fort Lauderdale. From the famed superyacht marina to the iconic spires of the rotating Pier-Top lounge, a new world of elevated experiences is set to unfold around it. The lush 32-acre waterfront enclave is home to the extraordinary luxury resort hosting 325 guest rooms, suites and villas, plus an exclusive collection of 91 Private Resort Residences, 12 restaurants and lounges, a luxurious spa, curated pool options and a waterfront promenade with retail and dining. Every space is impeccably designed to both inspire and relax. All met with exceptional service and refined touches that result in truly extraordinary experiences. The Resort assembles over 600 diverse and talented Team Members to bring Pier Sixty-Six to life and create a new legacy by providing memorable experiences and stellar service to our guests and residents. We aspire to create a caring culture for our team, with state-of-the-art facilities, a first-class employee dining room and most importantly a focus on you as an individual, including your welfare and wellbeing. Pier Sixty-Six invites dedicated, energetic and polished hospitality enthusiasts eager for growth and stardom to join our team, and enjoy highly competitive wages, comprehensive benefits and a culture that honors and respects you.

We currently have an opportunity for a well-rounded Reservations Specialist to join our Pier Sixty-Six Resort team!

The Reservations Specialist will ensure all reservations are processed efficiently and highly customer service oriented. This position also requires maintaining an upbeat, positive, and professional demeanor in a busy and/or changeable office atmosphere.

Responsibilities

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of all equipment. Use equipment only as intended.
• Resolve guests' complaints, ensuring guests satisfaction.
• Work closely with the front desk to ensure that special guests requests are handled appropriately and consistently.
• Take reservation sales calls and make reservations in an efficient and customer focused manner to achieve high level guest service. Achieve consistent call quality scores of 90% or better.
• Process all reservation requests, changes and cancellations.
• Access guests' history records to best service guests; maintain accurate information in guest history files.
• Monitor and respond to guest emails in an appropriate manner.
• Assist with communicating and completing accurate reservations statistical reporting.
• Ensure accuracy of all details for reservations entered into Infor HMS by overseeing checks and balances.
• Achieve a monthly conversion (sales) of 40% or higher.
• Willingness to work flexible hours, including evenings, weekends, and holidays, as required by the role's demands.
• Professional appearance is required.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Describe room accommodations and all amenities.
• Access all functions of the computer system.
• Obtain all designated information to book a reservation.
• Access guests' history records to best service guests, maintain accurate information inn guest history files.
• Maximize rates for all reservations.
• Promote and sell holiday and other packages to callers requesting reservations on designated dates.
• Verify availability and suggest alternate dates for sold out dates.
• Explain deposit and cancellation policies to callers, assign confirmation/cancellation numbers and relay such to caller.
• Set up proper billing accounts and process advance deposits.
• Verify all reservation information with caller to ensure accuracy.
• Input correct information into proper fields to inform other departments of pertinent information (i.e., comments, alerts, guests' messages).
• Input manual reservations into the system when necessary.
• Initiate deposit refunds or apply penalty when necessary.
• Refer requests for initial booking for group rooms, banquet or convention requests to the Sales Department.
• Other duties as assigned.

Qualifications

• Previous agent experience required, preferably in a hospitality or call center environment.
• Previous hospitality or related experience preferred (i.e. travel, tourism, airlines).
• People Person - must possess a professional, positive presentation and strong motivation to provide exceptional customer service.
• Ability to thrive and succeed in a fast-paced, demanding work environment.
• Ability to use office equipment in an efficient and effective manner.
• Strong organizational skills.
• Strong computer skills including proficiency with Microsoft Office software suite.
• Ability to read and comprehend instructions and create correspondence and memos.
• Ability to work as a team-player and accept assignments from multiple individuals.
• Willingness to work flexible hours, including evenings, weekends, and holidays, as required by the role's demands.
• Able to type 35 w.p.m.
• Luxury hospitality experience and knowledge of Forbes Travel Guide or Leading Quality Assurance standards.
• Fluency in English both verbally and non-verbally.
• Ability to prioritize and organize.

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

• Group medical, dental, vision, life, and disability benefits
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement
• An employee assistance program
• Paid time off/sick time
• Participation in a 401(k) plan with a company match
• Complimentary team member meals
• Complimentary room nights at CoralTree Hospitality managed properties

Join us in creating unforgettable experiences for our guests, building vibrant communities, and shaping the future of travel and hospitality.