Reservations Agent

Overview: A Reservations Agent helps future guests plan their vacations by informing them about lodging, dining, golfing, and activities available at Kingsmill and assists with making reservations.

Responsibilities:

• Handle incoming telephone calls for lodging and activity reservations, entering new reservations, changes and cancellations into the computer.


• Promote a positive guest experience by helping with guest itineraries, making suggestions for lodging and activities, and offering other guest experience opportunities.


• File guest correspondence or other reservation documentation as needed


•  Follow Reservations Calls Standards for NAVIS shop calls with honesty and respect.


• Coverage and execution of Front Desk duties as needed


•  Generate outbound call revenue


• Assistance Reservations Manager with groups, training new Reservations team members, answer PBX Telephone Lines as needed for coverage


• Follow all policy, procedures, and service standards.


• Perform other duties as assigned by the Director or Reservations, Reservation Manager and Director of Rooms.

Qualifications:

• Ability to converse coherently in English.


• Must be at least 18 years of age.


• 1-2 years of guest service/customer service experience required.


• Ability to deal with callers tactfully.


• Ability to use basic computer applications.


• Basic keyboarding proficiency.


• Ability to interact with diverse peoples and help resolve any issues.


• Ability to retain information.


• Ability to work in a fast-paced environment.


• Effective time management and organizational skills.


• Strong communications skills.


• Standing/Sitting for up to eight hours per shift


• Ability to workdays, nights, weekends, holidays.