What are the responsibilities and job description for the Activities Reservations Agent position at The Charlston Place?
Duties/Responsibilities:
- Respond to inbound customer service queue calls with the objective of selling and confirming activity reservations for the hotel with an emphasis on world-class customer service.
- ARS will qualify, gather, organize, record, and execute bookings in a professional manner within pre-defined parameters and standards (which may change) to optimize revenue.
- Processes bookings via a variety of distribution channel means (i.e. online, fax, email, 3rd party, in-house forms, voicemail, etc.) when assigned.
- Achieve personal and team related revenue and departmental goals.
- Provide correct and timely responses to guest requests for general information regarding the hotel to include, but not limited to, hours of operation, seasonal offerings, and other special events.
- Ensures business is accurately booked, communicated, and executed to perfection with service delivery in accordance with luxury standards.
- Effectiveness will be measured and evaluated frequently for consistency and adherence to performance requirements.
- Performs other duties as assigned to meet business needs as assigned by the Reservations Manager or other Departmental leaders.
- Adheres to all standards, policies, and procedures.
- Establish clear expectations for customers throughout the sales process.
- Transfers accurate, complete, and timely information to operating departments within the hotel.
- Effectively resolves guest issues that arise because of the sales process.
- Must be able to work cohesively with other departments and co-workers as part of a synergistic team.
Required Skills/Abilities:
- Strong communication skills (verbal, listening, writing) – possesses confident telephone skills and etiquette.
- Two years customer service experience preferred.
- Excellent people skills with a positive, outgoing personality
- Positive tone of voice
- Friendly and Eager to assist guests/associates.
- Ability to handle difficult guests.
- Excellent data entry and computer skills required.
- Ability to continuously sit and talk for extended periods of time.
- Ability to work weekends and holidays.
- Ability to effectively multi-task
Physical Requirements:
The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:
- Must lift equipment, supplies, etc. of at least 30 pounds.
- Must resolve problems, handle conflict, and make effective decisions under pressure.
- The role may require extended periods on your feet, especially during peak hotel hours or events.
- Clear vision is important for reading reports, analyzing data, and overseeing Concierge activities.
- Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.
Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
The Charleston Place participates in E-Verify
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BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law.
