Call Center Agent

Job description

Bilingual in Spanish is a plus.

JOB SUMMARY: Responsible for providing attentive, courteous and efficient service to all guests while taking, recording, and cancelling reservations with an understanding to maximize room revenue and occupancy for Kalahari Resorts properties.

REQUIRED SKILL: Computer experience required. Ability to multitask and type is required.

KNOWLEDGE OF COMPUTER HARDWARE OR SOFTWARE: Must be proficient in Windows software.

ESSENTIAL DUTIES & FUNCTIONS:

-Approach on-the-telephone and in-person encounters with guests and associates in a friendly, helpful and service-oriented manner.
-Speak clearly and persuasively in both positive and negative situations.
-Listen and get clarification to what is being said and respond to questions professionally.
-Maintain regular attendance in compliance with Kalahari Resort standards, as required by scheduling which will vary according to the needs of the resort.
-Comply at all times with Kalahari Resort standards and regulations to encourage safe and efficient resort operations.
-Obtain all necessary information when taking telephone reservations; assuring they are guaranteed through purchase orders, letters of authorization, money orders, checks, and credit cards.
-Convert reservation requests that are made via email or U.S. mail.
-Write clearly and edit work for all spelling, grammar, and numerical data before presenting to the customer.
-Fully comprehend and operate all relevant aspects of the computer terminals and printers to store and receive reservation data in V1 for multiple properties, and operate other office equipment efficiently.
-Test, inspect, and operate telephone, computer, and other equipment as needed.
-Be aware of all rates, packages, and promotions at all Kalahari Resort properties.
-Be familiar with all in-house groups and activities at all Kalahari Resort properties.
-Ensure that all work and reservations are exact, thorough, complete, and conformant to policies and procedures of Kalahari Resorts.
-Address errors, complaints, and feedback from guests and relay information to proper personnel, as well as share the customer feedback to improve service.
-Interpret and clearly explain current and past guest folios.
-Understand Kalahari Resort property layouts and hours of operation for: water parks, convention centers, guest rooms, food and beverage outlets, retail outlets, and other Kalahari related venues, products and services.
-Must understand importance of keeping all guest information confidential.
-Collect and research data when needed for resort strategic planning.
-Establish and maintain good communications and teamwork with fellow associates and other departments within the resort.
-Have knowledge of and assist in all emergency procedures as required.
-Answer guest inquiries about all resort products, services, and entertainment, as well as facilities and hours of operation in a timely manner.