What are the responsibilities and job description for the Reservationist position at Capital Vacations?
Job Summary
Ensuring guest satisfaction and level of service to guests remotely. You will communicate with owners and guests via phone, email and possibly text or chat soon. Communicate accurately regarding rules and regulations, availability and booking regulations. The Resort prides itself in the level of personalized service we provide. Therefore, we expect our Reservations Staff to maintain a high level of integrity and service and to always attend to our guests’ needs in a professional manner.
Reports To / Supervision Received
Ensuring guest satisfaction and level of service to guests remotely. You will communicate with owners and guests via phone, email and possibly text or chat soon. Communicate accurately regarding rules and regulations, availability and booking regulations. The Resort prides itself in the level of personalized service we provide. Therefore, we expect our Reservations Staff to maintain a high level of integrity and service and to always attend to our guests’ needs in a professional manner.
Reports To / Supervision Received
- Manager: General Manager
- Direct Supervisor: Assistant General Manager
- Indirect Reporting Relationship: Director of Resorts
- Display a pleasant, professional, and guest oriented attitude at all times.
- Understand what is expected of your resort and you as its representative.
- Prompt remote attendance and in-person attendance every 90 days.
- Comply with resort and department codes, policies, procedures, and regulations.
- Consider and understand guests/guestrooms’ security, privacy & comforts.
- Be willing to participate in team efforts and communicate with fellow employees.
- Know and be able to complete job specific duties for the shift you are working.
- Communicate any uncompleted issues to the next shift departments as needed.
- Participate in all required health and safety meetings/classes.
- Answer phone calls, emails and any other communication from guests promptly and professionally.
- Answer general questions, create reservations and confirm pending reservations, answer and direct phone calls, take messages and communicate with additional coworkers as needed.
- Use computer to input information regarding resort members and guests.
- Comply with PCI standards in handling customer and guest information.
- Assist guest with any questions, problems or concerns and be able to communicate any unknown situations to the proper department or person.
- Know local points of interest and be able to give directions.
- Maintain a tidy, quiet and operational workspace and area.
- Effectively deal with guest problems in the absence of supervisory staff members and resolve unusual or difficult situations to the guests’ satisfaction.
- Assist with any special projects as assigned by Manager/Supervisor.
- Minimum Education (or substitute experience) required:
- High school diploma or equivalent
- Minimum Experience required:
- 1 year in a related field
- Skills Required:
- Must have good oral and written communications skills
- Excellent interpersonal skills
- Ability to multi-task
- Must be proficient in Microsoft Word and Excel and HP computer systems.
