What are the responsibilities and job description for the Reservation Specialist position at Egan Escape Productions?
Summary
The Reservations Specialist is responsible for managing all aspects of the reservation process for one primary immersive attraction while also providing support and assistance with reservations for three additional company attractions in Las Vegas. This includes scheduling guest reservations, responding to inquiries via phone, email, and web chat, processing payments, and monitoring attraction calendars to ensure efficient operations. As the first point of contact for guests, the Reservations Specialist must deliver exceptional customer service that reflects the high standards of our studio partners, maintaining the quality and professionalism expected for the brand.
Job Description
Primary Attraction Focus:
- Manage the reservation process for one specific immersive attraction, ensuring efficient scheduling and exceptional customer service.
Additional Support:
- Provide support and assistance for reservations at three other company attractions, ensuring consistency in service and operations across all venues.
Reservation Management:
- Schedule and manage guest reservations using the attraction’s booking system.
- Monitor daily and weekly reservation slots to maximize attendance and ensure smooth operations.
- Coordinate group bookings, special events, and VIP experiences.
Guest Communications:
- Respond promptly to guest inquiries via phone, email, and web chat, providing accurate information about the attractions.
- Handle customer service issues related to bookings, cancellations, or rescheduling.
Payment Processing:
- Accurately process payments for reservations.
- Maintain secure handling of payment information in compliance with company policies.
Calendar Management:
- Monitor and update attraction calendars.
- Coordinate with operations and management teams to ensure proper staffing and readiness based on reservation schedules.
Collaboration and Coordination:
- Work closely with the operations team to communicate daily attendance numbers and special requirements.
- Uphold the expectations and quality standards set by studio partners, ensuring all guest interactions align with the brand’s image.
Customer Service Excellence:
- Serve as the initial point of contact for guest interactions, ensuring a positive first impression of the attractions.
- Maintain a high level of professionalism and customer care, reflecting the standards required by our studio partners.
Problem Solving:
- Address and resolve guest issues or complaints related to reservations and payments.
Qualifications
- Previous experience in reservations, customer service, or a similar role required.
- Experience with payment processing systems and secure handling of payment information.
- Strong verbal and written communication skills, including professional phone and email etiquette.
- Proficiency in reservation or ticketing software and general computer literacy.
- Ability to multi-task and manage time effectively.
- Detail-oriented with strong organizational skills.
- Friendly, professional demeanor with a commitment to exceptional guest service.
- Familiarity with Las Vegas tourism and entertainment industry is a plus.
Job Type: Full-time
Pay: $16.00 - $19.00 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
- Day shift
- Evening shift
Ability to Commute:
- Las Vegas, NV 89102 (Required)
Ability to Relocate:
- Las Vegas, NV 89102: Relocate before starting work (Required)
Work Location: In person
Salary : $16 - $19