Reservations Agent (Jewish Community)

POSITION SUMMARY: Villatel, a hospitality property management company, is seeking Reservations Agent. In this role, you will be at the forefront of our guest booking process, handling reservations from various sources with efficiency, professionalism, and a sales-driven approach. You will play a crucial role in maximizing revenue and ensuring guest satisfaction through effective reservation management in a fast-paced environment. This individual will also provide support for bookings related to Jewish holidays and popular Jewish travel seasons such as Sukkot, Hanukkah, Mid-Winter Break, Passover, Shavuot, and summer break. This role requires knowledge of Jewish traditions, holidays, and cultural expectations to assist guests effectively and efficiently. The Reservations Agent will handle inquiries, process reservations, and offer personalized services tailored to holiday and cultural-specific needs. 

POSITION RESPONSIBILITIES

• Reservation Handling: Process reservation requests received through multiple channels, including phone calls, emails, online platforms, travel agencies, 3^rd party platforms and wholesale groups with accuracy and attention to detail. 
• Sales Focus: Utilize persuasive sales techniques to upsell room upgrades, additional amenities, and special packages to maximize revenue and enhance the guest experience. 
• Events: Assist in the planning and coordination of various Kosher related events such as Bar Mitzvahs, Family Reunions, and/or small Kosher Corporate events. 
• Customer Service: Provide excellent customer service to guests by addressing inquiries, resolving issues, and handling special requests with professionalism, courtesy, and efficiency. 
• Product Knowledge: Maintain a thorough understanding of the features, amenities, and offerings of all resort properties to effectively promote and sell accommodations to potential guests. 
• Accommodations: Ensure that accommodations meet any special requirements, such as availability of kosher food or prayer spaces. 
• Reservation System Operation: Utilize reservation management systems and software to input and manage reservations, process payments, generate confirmation documents, and update guest information accurately. 
• Communication: Coordinate effectively with other departments, including guest services and dispatch to ensure seamless guest experiences and accurate fulfillment of guest requests. 

QUALIFICATIONS

• Sales Experience: Previous experience in a sales-driven role, preferably within the hospitality industry, with a proven track record of meeting or exceeding sales targets and revenue goals. 

• Customer Focus: A passion for providing exceptional customer service and creating memorable experiences for guests, with strong interpersonal skills and a positive, guest-centric attitude. 

• Sales Acumen: Strong sales and persuasion skills, with the ability to effectively communicate value propositions, overcome objectives, and close sales to drive revenue growth. 

• Understanding of Jewish traditions, holidays and cultural expectations to guide guests effectively. 

• Organizational Skills: Excellent organizational and time management skills, with the ability to prioritize tasks, manage multiple reservations simultaneously, and meet deadlines in a fast-paced environment. 

• Attention to Detail: Meticulous attention to detail to ensure accuracy in reservation processing, payment handling, and guest information management. 

• Computer proficiency: Proficiency in using reservation management systems and Microsoft systems to include MS Office, Excel, Teams, and SharePoint. 

PHYSICAL REQUIREMENTS: 

• The Reservations Agent is expected to perform the position's functions with or without accommodation. Villatel retains the right to change or assign other job duties to this position. 

• Must be able to remain in a stationary position for extended periods of time. 

• Consistent use of hands to operate computer equipment and office productivity machinery, such as computers, laptops, desktop file cabinets, etc. 

• Ability to move around the office and utilize a calculator, file cabinets, etc.