FT HOSPITALITY RESERVATIONS AGENT, LUXURY LIFESTYLE CALL CENTER

Job Description For FT Hospitality Reservations Agent, Luxury Lifestyle Call Center(HOZ) in Miami,United States.
SLSCompany DescriptionFrom our dazzling location in the heart of Miami, Ennismore offers both our staff and our guests a hip, cutting-edge experience in the world of hotels as theater.
We have an exciting job opportunity to join our Team as a Reservations Agent at our Luxury and Lifestyle Call Center!Job DescriptionJob Purpose.
Under the guidance of the Call Center Manager, the Reservations Agent is responsible for answering all telephone inquiries with regard to the room, F&B, Nightlife, Spa, and information for the hotel.
The agent is to answer all inquiries in a professional, courteous, and efficient manner and attempt to secure a guaranteed reservation whenever possible.
uties & Functions.
Answer all phone calls promptly and in a courteous manner.
e knowledgeable of current rates, marketing specials, resort operations, and other information necessary to answer guest inquiries.
now the layout of the hotels including all room types, suites, and meeting rooms.
ave a complete working knowledge of the reservation functions in the Call Center.
e aware at all times of the selling status of the hotels.
ave a complete knowledge of our special rates and packages and know which benefits are included in each.
ecure all required information from the guest when making a reservation.
nderstand and follow the reservation policy pertaining to guarantees, cancellations, and no- shows and communicate them clearly to each guest.
ollow up on any guest requests to ensure satisfaction in a friendly and professional manner.
rocess all advance deposits on future reservations and post each deposit to the guest's reservation.
alance and run necessary reports daily.
andle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence files, and mail out brochures as requested.
e aware of and adhere to the rules and regulations of the Call Center.
articipate in departmental meetings assisting in the development of daily operations and the overall Call Center and related areas.
reate and maintain positive relationships with all departments within the hotels and know how they relate to the Call Center.
e knowledgeable of all Food and beverage venues, operations, events, specials, hours of operations, and any other relevant information to process reservations/bookings and answer all inquiries.
here applicable, be knowledgeable of the spa including basic service treatments, rates, and any other information necessary to answer guest inquiries.
here applicable, be knowledgeable of Nightlife venues, operations, events, hours of operations, and any other relevant information to process reservations/bookings and answer all inquiries.
ssist with inputting weekend third-party reservations such as Internet and wholesale.
ny other reasonable duties as assigned by the supervisor or managerWe recognize we are in the hospitality industry and that may require us to provide lateral service.
We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional serviceADDITIONAL RESPONSIBILITIESCommunicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
ommunicate with team members using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information.
emain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for the team and other team members.
Interact with other department personnel and venue staff as needed.
ake decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
UPPORTIVE FUNCTIONSIn addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
ttend mandatory meetings including divisional meetings, staff meetings, etc.
articipate in community events and ensure corporate social responsibility goals of the company are met.
tilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table, and any departmental-specific systems used.
eep the work area clean and organized.
nsure confidential documents are kept in a secured area.
hen disposing of confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
omplete other duties as assigned by the Department Head.
emonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.
nsure compliance with The company's policies and procedures.
THER DUTIESAssimilate into The company's culture through understanding, supporting and participating in all The company elements.
Demonstrate working knowledge of the service standards.
egular attendance in conformance with the standards, which may be established by The company from time to time, is essential to the successful performance of this position.
ue to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.
ROOMING/UNIFORMSAll employees must maintain a neat, clean and well-groomed appearance.
Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.
THER Additional language ability preferred.
ualificationsSPECIFIC JOB KNOWLEDGE, SKILL AND ABILITYThe individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
igh School Diploma or equivalent required.
Bachelor's Degree preferredMinimum one year experience in front desk operations, or other related guest-facing role, and/or one year experience in direct sales, service, or retail trade; OR, an equivalent combination of education and experience.
Preferably in an upscale or lifestyle brand hotelAn intermediate to proficient understanding of Computer systems such as Opera, GoConcierge, HotSOS, Microsoft Word, Excel & Outlook is preferredEnter and locate work-related information using computers and/or point-of-sale systemsAbility to spend extended lengths of time viewing a computer screenPossess a gracious, friendly, and fun demeanorAbility to multitask, work in a fast-paced environment, and have a high level of attention to detailMaintain positive and productive working relationships with other employees and departmentsAbility to work independently and to partner with others to promote an environment of teamworkMust be able to stand or walk a minimum eight-hour shift.
ust be observant and quick to respond to various situations while also multitasking and handling stressful situations.
ust be able to twist, tow (push or pull), reach, bend climb, and carry objects as necessary.
ust have excellent communication skills and be able to read, write, speak and understand English.
dditional InformationAll your information will be kept confidential according to EEO guidelines.