Job Description

Job Description

Job Description

BASIC FUNCTIONS AND RESPONSIBILITIES:

The Reservations Sales Agent’s primary responsibility is to deliver excellent service while utilizing selling techniques effectively to assist guests in making reservations. Achieve key performance goals set by the department managers as outlined in the annual incentive program. The ideal candidate would be courteous, self-motivated and detail-oriented.

ESSENTIAL JOB FUNCTIONS:

• Help customers make new reservations, and answer questions regarding existing reservations with the utmost accuracy and detail to capture all important information.
• Assist guests by selling future reservations. Assist customers with questions regarding their existing reservations.
• Follow up with guest inquiry leads promptly for second chance bookings.
• Answer telephone calls and emails in a clear and professional manner.
• Attend required coaching sessions as scheduled to review call quality, Enhanced Lead Management compliance and productivity.
• Demonstrate a strong ability to multi-task and pay attention to detail.
• Deliver the highest standard of service to all customers.
• Manage daily correspondences and sales leads in a timely and professional manner consistent with the operating policies of the department.
• Demonstrate proficiency with Windows-based operating systems. Utilize hospitality reservation and sales software.
• Answer guest questions with accurate information and demonstrate a friendly and helpful personality by speaking enthusiastically.
• Answer telephone calls and emails in a clear, concise and professional manner.
• Speak, read and write the English language and communicate in a clear and congenial manner, with our guests, visitors and employees. Hear verbal instructions, directions and warnings.
• Organize and maintain a clean workstation.
• Learn, understand and use proper procedures when processing reservations and communicating resort policies and information.
• Adhere to Mohonk Mountain House’s Dress and Grooming Standards; presenting a neat, clean and well-groomed appearance and maintaining a positive, professional image to our customers.
• Learn and successfully demonstrate the Mohonk Mountain House Service Steps with Service Strategies with guests and staff. Learn and retain knowledge of historical facts, information, services, hours of operation and features of Mohonk Mountain House.
• Achieve key performance goals such as inbound and outbound call volume, revenue generation, email and data capture, productivity and call scores based on goals set by the department managers as outlined in the annual incentive program. Must meet or exceed performance minimums.
• Assist Front Office and other departments with reservations, room changes, room shows, check-ins, check-outs, dining reservations and other tasks when needed. Communicate with other departments the guest’s requests, concerns and needs.
• Process special requirements and needs for guests through the proper channels.
• Conducts themselves in a professional manner when working with guests, co-workers and managers at all times.
• Act calmly and effectively in emergency situations
• Reach with hands and arms, bend, kneel, stoop, twist and flex arms, walk up and down stairs/inclines, sit, climb up/down ladders or stand for up to 5 hours at a time.
• Lift up to 25 pounds from ground level to waist level and carries a distance of up to 50 feet with/ without assistance. Walk up to 3 miles per day.
• See close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
• Work productively and efficiently with or without supervision when performing routine tasks.
• Work independently, and under daily job stress while maintaining composure.
• Focus on the job task at hand to think clearly and quickly.
• Maintain a flexible work schedule between the typical hours of 7:45 am and 8:15 pm, weekdays, weekends, holidays time periods.
• Work in office setting subject to continuous interruptions and background noises.
• Work up to five hours seated and viewing a computer monitor, operating a keyboard while on the telephone.
• Perform basic mathematical skills including addition, subtraction, multiplication, division and perform and record cash/credit transactions accurately.
• Demonstrate proper accounting procedures for deposits, refunds, rate adjustments and end of shift audits.

QUALIFICATIONS:

• High School diploma.
• Prior hospitality or customer service experience preferred.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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