Hotel Reservation Specialist
It’s a great day at ICONA! At ICONA Resorts, our name is our mission. If you remove the ‘A’ from our name, we have ‘ICON’, which is defined as a sacred person, place, or thing. Our properties provide a place of peace for our guests and Team Members. The ‘A’ in ICONA represents our Aloha Spirit, which signifies our purpose of serving our guests and Team Members with warmth, welcome, and love. Come join the ICONA Family and experience our heart for hospitality.
As a growing company, ICONA Resorts currently includes four beach front properties at the Jersey Shore. Our collection of luxury beach front resorts includes ICONA Avalon, ICONA Diamond Beach, ICONA Cape May, and Windrift Avalon. Our foundation is proudly built on family values, and we strive to greet each day with love in our hearts. It would be our pleasure to welcome you to our team.
The Hotel Reservation Specialist is responsible for managing a high volume of inbound calls in a timely matter. Ensure our guests are provided with guest support and services in a professional, efficient, and friendly manner. At ICONA Resorts, our benefits include paid training, vacation and sick time, profit sharing, 401K, and medical, dental, and vision insurance.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Manages high volume of inbound calls in a timely matter.
Follow communication “scripts” when handling different topics.
Identify guests' needs, clarify information, research every issue and provide solutions and/or alternatives.
Seize opportunities to upsell products when they arise.
Build sustainable relationships and engage with guests by going above and beyond.
Keep records of all conversations in the call center database in a comprehensible way.
Answers questions and recommends corrective services to address guest complaints.
Keys information into computer to compile work volume statistics for accounting. purposes and to keep records of guest service requests and complaints
Working knowledge of Track Pulse and Maestros systems.
Performs other duties as directed.
Weekly attendance to Aloha Culture Meetings.
This position has no supervisory responsibility.
This position operates in an office/hotel setting. On the water, views, gym onsite, restaurant onsite, natural light, 24hr security, ergonomic workstations (sit/stand desks) and chairs.
The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.
While performing the duties of this job, the Team Member is regularly required to talk or hear. The Team Member is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
PHYSICAL ENVIRONMENTAL DEMANDS:
Stand- Under 2/3rd of the time
Walk- Under 2/3rd of the time
Sit- Over 2/3rd of the time
Use hands to fingers, handle or feel- Over 2/3rd of the time
Reach with arms and hands- Over 2/3rd of the time
Climb or balance- Up to 2/3rd of the time
Stoop, kneel, crouch or crawl- Up to 2/3rd of the time
Talk or hear- Over 2/3rd of the time
Lift minimum of 5lbs.- 50 lbs.- Over 2/3rd of the time
Adherence to all policy and procedures delineated in the ICONA Handbook
Position Type/Expected Hours of Work
This is a full-time position. This role requires forty plus hours to include nights, weekends, and holidays.
There is 30% travel.
Required Education and Experience
High school diploma or equivalent required.
Prior experience as Call Center Agent.
Knowledge of Microsoft Office 365.
Maestro experience preferred.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities and activities may change at any time with or without notice.