Call Center Management, Call Center Operations, Leadership, Operations, Resolve Customer Issues, Sales, Sanitation, Staff Training, Telephone Skills, Time Management
Primary Responsibility
- Provide prompt, courteous and efficient handling of all requests for guest reservations, changes and cancellations. Will also ensure staff's performance and knowledge of offerings at Oglebay Resort.
Essential Job Functions
- Oversee the daily operations of the Call Center department and serves as a management presence in the absence of Reservations Director.
- Monitor and make sure that people are in "ready" status and answering guest calls as a first priority.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain positive guest relations at all times. Resolve guest complaints ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge of all resort facilities/services, room and cottage amenities, hours of operation, room rates, packages, promotions, special events, etc.
- Ensure that the Reservation lines are attended at all times during scheduled hours and that sufficient staffing is present to meet the daily business demands.
- Update information board each day with status of monthly reservation revenue and compliance.
- Ensure staff's knowledge of hotel services, features and amenities.
- Prepare and communicate assignments to the staff. Assign additional tasks as they arise.
- Respond to incoming calls.
- Ensure that Reservation Agents properly access all functions of Reservations system and provide high level of guest satisfaction.
- Monitor and ensure that all Reservations staff performs their job functions to Oglebay's standards.
- Exerts a positive influence on all resort personnel through leadership skills, an upbeat personality and by always attempting to enhance a guest's visit.
- Monitor and ensure that all reservations (including email and extranets) are input into the system within a timely manner.
- Process travel agency commissions each month.
- Ensure advance deposits, refunds of such and confirmations of both are processed.
- Ensure that each reservation has a rate and deposit.
- Take care of booking golf groups less than 10 people and forward bigger groups to Sales. This includes making tee times and workings with golf personnel to ensure proper guidelines are followed.
- Make spa and dining reservations when necessary.
- Continuously monitor and propose additional training of Reservations staff.
- Set the example for other agents by handling difficult customers with empathy and professionalism.
- Work closely with other departments to effectively accommodate guests' special requests and amenities.
- Works flexible schedule including weekends, evenings and holidays.
- All other duties as assigned
EDUCATION and/or EXPERIENCE
Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.