CALL CENTER AGENT

Description

POSITION SUMMARY:   

To take reservations and help customers over the phone and via email for Joia Beach and Jungle Island.

• To ensure all telephone calls are handled politely, timely and efficiently. Ascertaining and accurately meeting the caller’s needs.
• To ensure consistent, effective communication from all departments to the Manager on duty.
• Ensure that all customer requests and feedback are responded to promptly and efficiently.
• To input in the reservation system any relevant guest notes handed over by the floor supervisors or managers into the guest personal profile.
• Optimize the database using all relevant fields to gain further information for S&M activity.
• Maintains all elements of the reservations system to ensure information is accurate and up to date. (Sevenrooms / Opentable/FareHarbor)
• Ensure all messages are taken and delivered in line with restaurant/company standards.
• Ensure all customer requests/requirements are recorded and action taken as required Verifies that all voicemail and email requests are answered in a timely and efficient manner.
• Meets and exceeds guest expectations by ensuring team handles all guest contact with a positive and courteous attitude
• Verifies that all reservations are input correctly into the system, including billing information. availability and price; communicates information to supervisor as needed.
• Demonstrates knowledge of Restaurant / Lounge / Beach shore/Jungle Island and Bloom.
• Facilitates all VIP and special requests.
• Maintains a favorable working relationship with all company employees to foster and promote a cooperative and harmonious working climate.
• Follows professional grooming and dress standards.
• Other duties and responsibilities as assigned.

Qualifications

SKILLS

• Strong written and verbal communication skills
• Strong telephone and computer etiquette
• Excellent interpersonal and customer service skills
• Demonstrates a calm and professional manner at all times
• Strong knowledge of hospitality operations,
• Ability to multi-task and remain organized
• Ability to work extended hours as needed
• Must have reliable, insured method of transportation

Physical Demands

• Needs to be in good physical condition to enable them to interact with the staff and our customers.
• This position requires long hours of standing, walking, bending, and squatting
• Must be able to work all shifts including, AM's, PM's, weekends, and holidays.

Qualifications

• Associate degree (A.A.) or equivalent, 2 or more years of related experience, or equivalent combination of education and experience.

• Excellent verbal and written communication skills.

• Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow. Acute attention to detail.

• Strong interpersonal skills.

• Ability to understand and follow written and verbal instructions. 
• Ability to work independently and as a member of various teams and committees.

• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

Note:

A review of this of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties, all duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. associates will be required to perform any other job related duties assigned by their supervisor.

This document does not create an employment contract implied or otherwise other than an “at will” employment relationship.