About the Role
As a key member of our team, you will handle guest calls, requests, and issues, ensuring a memorable experience that fosters loyalty to our brand. This role requires leveraging sales techniques to maximize revenue while maintaining guest satisfaction through up-selling and meaningful interactions. You will be responsible for processing reservation requests and changes, managing rewards points, and providing guests with complimentary gifts as a gesture of appreciation. Your focus will be on promoting a positive brand image, both internally and externally, while ensuring prompt and effective resolution of any concerns.
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Responsibilities
- Contact appropriate departments (Sales, Data Administration, Accounting) to resolve guest inquiries.
- Utilize sales techniques that maximize revenue and enhance guest loyalty.
- Determine and offer complimentary gifts to guests (e.g., rewards points, show tickets, gift certificates).
- Process requests for redeeming rewards points.
- Manage all reservation requests, including changes and cancellations received by phone, fax, or mail.
- Accurately enter rewards information during guest reservations.
- Answer, record, and process all guest calls, requests, questions, or concerns.
- Perform general office duties to support Sales & Marketing (filing, sending emails, typing, faxing).
- Assist in training and motivating team members, serving as a role model.
- Ensure compliance with company policies and maintain a professional appearance.
- Welcome guests, anticipate their needs, and express genuine appreciation.
- Maintain clear and professional communication, both verbally and in written forms.
- Build and nurture positive relationships with colleagues to achieve collective goals.
- Monitor team performance to uphold quality standards.
- Perform physical tasks, including moving and lifting objects up to 10 pounds.
- Fulfill other reasonable job responsibilities as assigned by Supervisors.
Preferred Qualifications
- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: At least 2 years in a related field.
- Supervisory Experience: None required.
- License or Certification: None necessary.
Additional Information
We are committed to fostering a diverse and inclusive workplace where every associate's background is valued and celebrated. We emphasize equal opportunity and non-discrimination on any protected basis, including disability and veteran status.
Joining the family means becoming part of a global community that promotes connection and belonging since 1937. We are dedicated to delivering engaging experiences and thoughtful service, inviting you to explore your career opportunities with us. Embark on your journey with Hotels & Resorts and be part of the company's esteemed portfolio, where you can thrive in an environment that encourages you to do your best work, fulfill your purpose, and develop personally and professionally.
