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Call Center Reservations Agent

sbe Luxury & Lifestyle Call Center

This is a Full-time position in Miami, FL posted November 2, 2021.

Under the guidance of the Director of Call Center, the Call Center Agent is responsible for answering all e-mail and telephone inquiries with regard to the room and information for the hotel as well as assistance with dining & nightlife reservations and hotel PBX services.

The agent is to answer all inquiries in a professional, courteous and efficient manner and attempt to secure a guaranteed reservation whenever possible.
Duties & Functions:
-Answer all phone calls promptly and in a courteous manner.
-Answer all e-mail inquiries in a courteous and professional manner.
-Be knowledgeable of current rates, marketing specials, resort operations and other information necessary to answer guest inquiries.
-Be knowledgeable of sbe F&B and nightlife venues.
-Know the layout of the hotel including all room types, suites and meeting rooms.
-Have a complete working knowledge of the reservation functions in the hotel, dining & nightlife venues.
-Be aware at all times of the selling status of the hotel, dining & nightlife venues.
-Have a complete knowledge of our special rates and packages and know which benefits are included in each.
-Secure all required information from the guest when making a reservation.
-Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest.
-Follow up on any guest requests to ensure satisfaction in a friendly and professional 4-Key service style.
-Process all advance deposits on future reservations and post each deposit to guest’s reservation.
-Balance shift audit and run necessary reports daily.
-Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence files, mail out brochures as requested.
-Be aware of and adhere to the rules and regulation of the Call Center.
-Assist with inputting weekend third party reservations such as internet and wholesale.
-Assist in the handling of PBX calls in a courteous and professional manner
-Perform daily office duties and any other projects assigned by managers.
-Any other reasonable duties as assigned by the supervisor or manager.
-We recognize we are in the hospitality industry and that may require us to provide lateral service.

We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.