Call Center Attendant

Call Center Operations

Individual will perform all functions pertaining to the operations of the call center, including guest reservations, changes and cancellations in a timely, friendly and efficient manner.

Essential Duties and Responsibilities

Include the following. Other duties may be assigned.

• Maintain positive guest relations at all times.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Access all functions of computer system.
• Maintain applicable information in NAVIS, ensuring information is accurate and calls are coded correctly.
• Answer telephone calls within 3 rings, using correct salutations and professional telephone etiquette.
• Process all reservation requests, changes and cancellations received by phone, fax and email.
• Ascertain callers' needs through open-ended questions.
• Obtain all designated information to book a reservation.
• Accommodate special requests and designate such in system.
• Access guest history records to best service guests; maintain accurate information in guest history files.
• Maximize rate for all reservations.
• Assist callers with dining, spa, and golf reservations and amenity orders.
• Verify availability. Suggest alternate dates for sold-out dates.
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
• Maintain complete knowledge of:
  • All resort facilities/services, hours of operation.
  • All guest room layouts, bed types, decor, appointments and locations.
  • Room availability for any given day.
  • Restricted dates, rates and room types.
  • All room rates, packages and promotions.
  • Entertainment/special events scheduled at the resort.
  • All departmental policies/service procedures/standards.
• Process advance deposits.
• Verify all reservation information with caller to ensure accuracy.
• Input all manual reservations into the system.
• Process confirmation letters.
• Refer requests for initial booking of group rooms, banquet, meeting and wedding requests to the Sales Department.
• Monitor and maintain wait lists daily.
• Possibility to have remote work access after 3-6 months of training.
• Work flexible schedule including weekends, evening and holidays.
• Interact with the public with a cheerful and positive attitude, solve guest problems and complaints in a proper manner, and maintain harmonious working relationships with fellow employees.

Education and/or Experience

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.