Agent - Reservations

Summary:

To sell the club and the amenities by maintaining the highest standards in assisting members and their guests.  Handling a high volume of calls, processing all information and reservation requests while performing the following duties:

Essential Duties and Responsibilities: 

In addition to the following duties and responsibilities, other duties may be assigned:

• Having full knowledge of club policies, amenities and procedures.
• Knowledge of room types, source codes, rates, accommodations, deposit and cancellation policies.
• Knowledge of types of membership, travel agent policies and procedures, owners use and guest cards.
• Answering phones using proper telephone etiquette for Reservations and Vacation Rentals.  Tracking call activity.  Use Member/Guest name at least three times while talking to him/her.
• Making, changing, canceling reservations, charging advance deposits and posting cancellation fees.  Maintaining availability.
• Assist in making delegate reservations for all conferences as well as processing rooming lists – verifying names, dates, rates and special requests.
• Processing brochures, confirmations, and maintaining the inventory of brochure packets and rate schedules.
• Check the voicemail, fax machine, and email frequently.
• Ensure that all emails are followed up within 24 hours of receipt.
• Checking reservations to accommodate special requests on a daily basis.
• Making sure that all filing is completed daily.

Qualifications:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to provide lateral service to all members, guests, and associates.
• Well organized and detail oriented with the ability to work under pressure and maintain a professional work area.
• General resort, hotel and/or private club background
• Typing skills preferable
• Basic computer skills preferred to include Visual One, Windows, MS Word, Outlook and/or Excel.
• Basic mathematical skills necessary

Education and/or Experience:

• High school diploma required. 
• No experience necessary, however experience in a private club, large hotel, or resort preferred .

Language Skills:  

Must be able to read, listen, and communicate effectively in English. 

Reasoning Ability:   

Must have a high level of patience and confidence to help deal with challenging situations and upset members/guests.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Sample physical requirements might include:

• Must be able to sit for long periods of time
• Must be able to type and talk on phone (with use of headset) for long periods of time

Work Environment:  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Sample work conditions might be:

• Noise level in the work environment is usually moderate.
• Must be able to work in a constantly changing environment.

Attendance, Appearance and Conduct:

Regular attendance in conformance with the standards, which may be established by Ocean Reef Club from time to time, is essential to the successful performance of this position.  Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry and report deadlines, associate may be required to work varying schedules to meet the business needs of the Club and report deadlines.

Proper grooming is required by all associates and is described in detail in the Associates Handbook. Associates should review this policy and make sure that at all times they present themselves for shifts looking clean, neat and professional. 

As a condition of employment, all associates agree to fully comply with Ocean Reef Club rules and regulations for the safe and efficient operation of Club facilities. Associates who violate Club rules and regulations will be subject to disciplinary action, up to and including termination of employment. If you have any questions or doubts you should seek clarification from your supervisor.

Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts or working conditions associated with a job. While this job description is intended to be an accurate reflection of the requirements of the job, management must reserve the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, change is workload, rush jobs or technological developments) dictate.