Hotel Reservation Specialist (Seasonal)

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.  

Essential Functions 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

1. Manages high volume of inbound calls in a timely matter.
2. Follow communication “scripts” when handling different topics.
3. Identify guests' needs, clarify information, research every issue and provide solutions and/or alternatives.
4. Seize opportunities to upsell products when they arise.
5. Build sustainable relationships and engage with guests by going above and beyond.
6. Keep records of all conversations in the call center database in a comprehensible way.
7. Answers questions and recommends corrective services to address guest complaints.
8. Keys information into computer to compile work volume statistics for accounting. purposes and to keep records of guest service requests and complaints
9. Working knowledge of Track Pulse and Maestros systems.
10. Adherence to all policy and procedures delineated in the ICONA Handbook 
11. Performs other duties as directed.
12. Weekly attendance to Aloha Culture Meetings. 

Competencies 

• Communication Proficiency
• Problem Solving
• Guest Focus
• Stress Management/Composure
• Thoroughness
• Organizational Skills
• Time Management 

Supervisory Responsibility 

• This position has no supervisory responsibility. 
  

Work Environment 

• This position operates in an office setting. On the water, views, gym onsite, restaurant onsite, natural light, 24hr security, ergonomic workstations (sit/stand desks) and chairs. 

 Physical Demands 

• 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. 

Position Type/Expected Hours of Work 

• This is a seasonal position. This role requires  nights, weekends, and holidays. 

 Travel 

• 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. 

Other Duties 

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.