ICONA Hotel Reservation Specialist - Part-Time/Full-Time Seasonal

Job Title

Hotel Reservation Specialist - Part-time/Full-time Seasonal

Classification

Non-Exempt

Reports to

Reservations Manager

Job Description

The Hotel Reservation Specialist is responsible for managing a high volume of inbound calls in a timely matter. Ensure our guests are provided with guest support and services in a professional, efficient, and friendly manner.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Manages high volume of inbound calls in a timely matter.

Follow communication "scripts" when handling different topics.

Identify guests' needs, clarify information, research every issue and provide solutions and/or alternatives.

Seize opportunities to upsell products when they arise.

Build sustainable relationships and engage with guests by going above and beyond.

Keep records of all conversations in the call center database in a comprehensible way.

Answers questions and recommends corrective services to address guest complaints.

Keys information into computer to compile work volume statistics for accounting. purposes and to keep records of guest service requests and complaints

Working knowledge of Track Pulse and Maestros systems.

Performs other duties as directed.

Weekly attendance to Aloha Culture Meetings.

Competencies

Communication Proficiency

Problem Solving

Guest Focus

Stress Management/Composure

Thoroughness

Organizational Skills

Time Management

Supervisory Responsibility

This position has no supervisory responsibility.

Work Environment

This position operates in an office/hotel setting. On the water, views, gym onsite, restaurant onsite, natural light, 24hr security, ergonomic workstations (sit/stand desks) and chairs.

Physical Demands

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the Team Member is regularly required to talk or hear. The Team Member is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

PHYSICAL ENVIRONMENTAL DEMANDS:

Stand- Under 2/3rd of the time

Walk- Under 2/3rd of the time

Sit- Over 2/3rd of the time

Use hands to fingers, handle or feel- Over 2/3rd of the time

Reach with arms and hands- Over 2/3rd of the time

Climb or balance- Up to 2/3rd of the time

Stoop, kneel, crouch or crawl- Up to 2/3rd of the time

Talk or hear- Over 2/3rd of the time

Lift minimum of 5lbs.- 50 lbs.- Over 2/3rd of the time

Adherence to all policy and procedures delineated in the ICONA Handbook

Position Type/Expected Hours of Work

This is a seasonal part-time or full-time position.

Part-time role to include nights, weekends and holidays.

Full-time role requires forty plus hours to include nights, weekends, and holidays.

Travel

There is 30% travel.

Required Education and Experience

• High school diploma or equivalent required.

• Prior experience as Call Center Agent.

• Knowledge of Microsoft Office 365.

• Maestro experience preferred.

Other Duties

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 Team Member for this job. Duties, responsibilities and activities may change at any time with or without notice.