What are the responsibilities and job description for the Call Center Attendant position at Oglebay?
Individual will perform all functions pertaining to the operations of the Call Center, including guest reservations, changes and cancellations in a timely, friendly and efficient manner.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Maintain positive guest relations at all times.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Access all functions of computer system.
- Maintain applicable information in NAVIS, ensuring information is accurate and calls are coded correctly.
- Answer telephone calls within 3 rings, using correct salutations and professional telephone etiquette.
- Process all reservation requests, changes and cancellations received by phone, fax and email.
- Ascertain callers' needs through open-ended questions.
- Obtain all designated information to book a reservation.
- Accommodate special requests and designate such in system.
- Access guest history records to best service guests; maintain accurate information in guest history files.
- Maximize rate for all reservations.
- Assist callers with dining, spa, and golf reservations and amenity orders.
- Verify availability. Suggest alternate dates for sold-out dates.
- Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
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Maintain complete knowledge of:
- All resort facilities/services, hours of operation.
- All guest room layouts, bed types, decor, appointments and locations.
- Room availability for any given day.
- Restricted dates, rates and room types.
- All room rates, packages and promotions.
- Entertainment/special events scheduled at the resort.
- All departmental policies/service procedures/standards.
- Process advance deposits.
- Verify all reservation information with caller to ensure accuracy.
- Input all manual reservations into the system.
- Process confirmation letters.
- Refer requests for initial booking of group rooms, banquet, meeting and wedding requests to the Sales Department.
- Monitor and maintain wait lists daily.
- Possibility to have remote work access after 3-6 months of training.
- Work flexible schedule including weekends, evening and holidays.
EDUCATION and/or EXPERIENCE
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience
