The Reservation Agent is responsible in handling all requests for guest room reservations, changes, cancellations and provides information on hotel services, local attractions and travel directions. While capturing all possible revenue opportunities, benefiting the success of the property.
The ideal candidate will:
a) Be available and willing to work when scheduled; this may include evenings, weekends, and/or holidays. Report to work on time and when scheduled.
b) Take pride in presenting a professional image; wear proper uniform, including nametag, and adhere to company grooming and personal appearance policy.
c) Understand the importance of and demonstrate Honua Kai Resort & Spa’s Mission, Vision, Core Values, and Service Standards.
ESSENTIAL DUTIES & RESPONSIBILITIES
a) Answer incoming telephone calls for inquiries, email requests, and perform outbound customer service calls to provide potential clients to Honua Kai Resort & Spa with information regarding individual and group reservations.
b) Handle and process reservation related correspondence received via fax, or email.
c) Willingness to be part of a team that strives for superior sales performance and call quality.
d) Prepare daily reports.
e) Assist front desk & accounting with inquires or queries.
f) Display proficiency and ability to multi-task between various computer applications.
g) Demonstrate willingness to be part of a team that strives for superior sales performance and call quality.
h) Represent Honua Kai Resort & Spa by providing professional, outstanding customer service.
i) Schedule flexibility is required to cover shifts including early mornings, afternoon, weekends and holidays.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential duties & responsibilities.
a) High school diploma, or equivalent preferred.
a) Background in reservations, sales, and/or hospitality industry preferred.
b) Customer service experience preferred.
c) Proficiency with SMS beneficial.
Skills & Abilities
a) Proficient in use of computers to include Microsoft Office Suite, including solid working knowledge of Outlook, Excel, Word and PowerPoint.
b) Able to successfully manage multiple, high priority tasks. For example, input data into the computer system while at the same time listening and talking to a guest on the phone.
c) Organizational, visual, and verbal skills necessary to deliver high-quality oral and written communications in the English Language. Other languages are beneficial.
d) Ability to read and interpret communication written in the English language. Other languages are beneficial.
e) Ability to maintain a highly positive and friendly image that will reflect well on Honua Kai Resort & Spa’s overall professional image.
f) Conscious of cultural differences and the ability to promote positive relations with fellow colleagues.
g) Ability to work in fast paced environment and maintain strong attention to details.
h) Ability to prioritize, organize and follow-up.
i) Ability to think clearly, quickly and make concise decisions.
j) Ability to focus on guest needs, remaining calm and courteous.
k) Ability to maintain confidentiality of all guest and hotel information.
a) Able to lift, carry, or otherwise move and position a minimum of 15 lbs on an occasional* basis.
b) Manual dexterity to operate a computer on a constant* and daily basis.
c) Auditory and visual acuity to operate computers, phones (with a headset), and basic office equipment on a constant* and daily basis.
d) Ability to work for extended periods of sitting and speaking on a constant* and daily basis.
e) Ability to work in a noisy (vocal) environment and still focus and perform own work on a constant* and daily basis.
- Occasional: less than 30% Frequent: 30 – 70% Constant: greater than 70%
All associates are expected to demonstrate the following core competencies:
Demonstrates personal excellence: Is honest and principled; resilient and optimistic during changing circumstances, exhibits confidence, and develops self by seeking and learning from feedback.
Builds and fosters relationships: Cooperates and collaborates; leverages others’ input; works effectively with team; communicates clearly; and gains alignment with others.
Champions the guest: Service orientation (prioritizes guest commitment and services as most important aspect of own work), promotes guest loyalty and delivers premium value.
Develops successful strategies: Understands and demonstrates Honua Kai Resort & Spa values; is aware of local competitors and how Honua Kai differentiates itself; demonstrates knowledge and commitment; views change positively and focuses on the benefits of change to help others adapt.
Creates the new and different: Prevents and solves problems; suggests and advocates process improvements; is systematic and rational.
Drives results: Follows work plans and priorities; multi-tasks effectively; and demonstrates personal accountability.