Reservations Agent

Inbound Reservations Agent - Central Reservations

The Accommodations Coordinator II is responsible for providing the highest level of support to internal and external customers. This person will be the first line of defense in helping less seasoned team members who have general questions or require a supervisor on duty to resolve complex guest issues. This position will handle the day-to-day questions and troubleshooting so Supervisors can focus on performance management and may be selected to act in the capacity of an interim supervisor during peak seasonal staffing when additional supervisor assistance is required. The Accommodations Coordinator II also provides ongoing overflow multi-channel support (inbound phone, live chat, email and fax) during times of peak contact volume.

Job Responsibilities:

• Provides assistance to less seasoned team members who have general questions or require a supervisor on duty to resolve complex guest issues
• Acts as a product expert on Aramark's properties, systems, policies and procedures
• Assists Training with classroom facilitation during new hire training as needed
• Aids in communicating property, system, policy, and procedure updates to sales floor
• Acts as a main POC for property field leaders to ensure the needs of all guests are satisfactorily met; applies sound judgment to provide effective solutions when handling situations of high importance
• Works collaboratively with Training, IT, Rates & Inventory, and Sales & Marketing to resolve issues
• Provide feedback and communicate needs that impact sales efficiency and the guest experience
• Handles all off-phone activity including, but not limited to, Service Recovery, Cancel/Fax paperwork, booking errors, and property voice mails
• Provides overflow multi-channel support (inbound phone, live chat, email, and fax) during times of peak contact volume
• Assists with miscellaneous projects as requested by the leadership team

Qualifications:

• A minimum of two years of related experience required
• A high school diploma or GED equivalent is required
• Extensive experience using reservation systems
• Excellent problem solving, complaint resolution and negotiation skills
• High level of attention to detail
• Ability to respond to customer inquiries carefully and completely
• Must demonstrate self-motivation and initiative by taking ownership when resolving issues and completing assignments with minimal direction from others
• Can learn quickly and adapt to change in a fast-paced and driven culture
• Excellent verbal and written communication skills with the ability to interact in a patient, courteous, clear, and comprehensive manner
• Outstanding keyboarding/typing and computer skills
• Demonstrates outstanding habits of dependability and attendance