Reservations Agent Lead

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Position Summary

Uphold high customer service standards. Provide venue information and create/ manage reservations for both shows (Pirate's Dinner Adventure / Beach Blvd Club), via phone and in person. Perform other office tasks as needed.

Duties and Responsibilities

The essential functions include, but are not limited to the following:

· Provide quality customer service over the phone and in person

• Supervise agents on duty and assist with any questions they may have about department duties

• Respond to escalated calls and maintain communication with guests regarding complaints, mistakes, and other situations that may arise

• Open, sort, and route incoming mail, answer correspondence, and prepare outgoing mail.

• Create nightly Batch Out, ensure its accuracy, and deliver to Ticket booth dept. along with any cash or checks

• Responsibly and ethically manage office cash control, Lost and Found, and bi-weekly check distribution

• Provide information and answer questions over the phone and in person

• Create reservations for guests over the phone and in person, confirm that customers are booked for the correct show, and inform guests of any policies or necessary documentation needed to attend shows

• Responsibly and ethically handle the transfer of funds and sensitive material

• Answer telephones, direct calls, take messages and ensure proper correspondence

• Perform/ assist with other office tasks, as needed, or for other departments. These tasks include, but are not limited to, filing, typing, mailing, labeling, and calling

• Maintaining personal health and sanitation standards

• Performing other work-related duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High school diploma

• 1-year experience in an office setting (preferred, not required)

• Customer and Personal Service Skills

• Computers and Electronics Skills

• Active Listening and Critical Thinking

• Judgment and Decision Making

• Time Management

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle, or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.