Call Center/Reservationist

Description

Groot Hospitality employs team members who demonstrate a passion for hospitality and dedication to company values and customer service. We are a diverse organization that provides the opportunity to excel in a fast-paced multicultural environment. We are always looking for passionate people who embrace our belief of hospitality, company growth and customer experience. Our commitment to diversity, teamwork, and integrity are indicative of the service we provide to our guests. We offer career opportunities with work/life balances and rewarding career experience. 

As a Reservationist, you help set the standards by which our venues are judged in your disposition and attitude towards the guest. 

Good communication skills are a must. Your working relationship with the entire staff is vital to the operation of the call center. You must be able to anticipate guest needs and communicate those needs to your colleagues and manager. You will often be asked to take care of the problem yourself. A good Reservationist always needs to have a positive attitude and maintain that attitude in any situation. 

Due to the nature of our business, this position requires us to work weekends and holidays. 

The day-to-day responsibilities include but are not limited to:

• Receive and follow through on all reservation requests, changes, and cancellations received by phone, email, or 3rd party request. Be knowledgeable about the group’s venues. 
• Identify guest reservation needs and determine the appropriate room type. 
• Verify availability for the restaurant. 
• Explain guarantee and cancellation policies to callers. 
• Accommodate and document special requests. 
• Follow sales techniques to maximize revenue. 
• Input and access data in the reservation system 
• Ensure the highest level of guest satisfaction by offering attentive service to every guest and associate.
• Anticipate potential issues and problems and engage proactively to avoid them.
• Resolve guest problems quickly, efficiently, and courteously.
• Listen carefully to understand all guest requests, respond appropriately, and provide accurate information.
• Remain up-to-date and familiar with procedures.
• Step in for other staff as needed.
• Attend staff meetings as needed.
• Other duties as assigned by supervisor or other management.

Requirements

• Performs work well with accuracy, speed, and attention to detail.

• Clear and thorough communication skills

• Excellent problem-solving skills

• Can work on own as well as part of a team.

• Patience and customer-oriented approach

• Excellent people skills with a friendly attitude

• Responsible and trustworthy

• Able to work well in stressful, high-pressure situations.

• Ability to multi-task

• Ability to maintain the confidentiality of guest information.

• Ability to follow directions thoroughly and work with minimal supervision.

• Ability to comprehend and use a computerized reservation system.

• Available for flexible scheduling to meet the needs of the department.

Teamwork is the cornerstone of our company philosophy. You are expected to work with other reservationists as a team. You are also likely to work with managers and colleagues when necessary. Here are some things you can do to help promote that teamwork.

• Communicate with respect to your team any pertinent information that may affect the guest experience.

• Communicate with management if you see any issues that could affect the guest’s experience.

• If something is not in the correct place, fix it.

• Basically, do what needs to be done without being asked.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.