Guest Service Agent 3 (Part-Time)

Company: Disability Solutions
Location: Orlando
Posted on: September 13, 2023

Job Description:

Located just outside the Universal Orlando--- theme parks, our Lakewood Regional Support Facility serves as the central operation for all our on-site hotels. Lakewood provides resources to the hotels for various departments, including Human Resources, Purchasing, Accounting, Security, Group Reservations, Telecommunications, Technology and Laundry.The Guest Service Agent 3 i nputs reservations while maintaining excellent call service levels. They handle travel agent commission inquiries and maintains "Deposit Needed" reservations and are responsible for building and maintaining a positive, supportive relationship with guests, clients and internal customers. Job Specific Responsibilities

• Ensures ease of guest check-in by inputting wholesale, group and VIP reservations thoroughly and accurately by timeliness in confirmation response (24 hour turnaround-Wholesale/3 hour turnaround-VIP).
• Ensures appropriate billing information is placed on necessary reservations to ensure the ease of guest check-in and check-out
• Maintains a 90% call service level on all calls incoming through the switchboard
• Reserves complimentary certificate and team member reservations
• Assists group guests as they call for information or changes
• Maintains updated confirmation of reservations on designated e-commerce accounts
• Completes the sale and delivery of Loews Orlando gift certificates
• Completes reports as assigned
• Troubleshoots any reservation challenges that may arise until a resolution is found
• Maintains a prompt response on all Preferred Desk Voicemail, email and fax
• Maintains accurate and organized group, wholesale and VIP files
• Maintains accurate reference information for the reservations staff (ie: non-allotment wholesale availability calendar)
• Maintains a neat and organized reservations office
• Maintains reservations office supply pars
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Responsible for monitoring the Live Chat communication and reservation function for all LHUO properties
• Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
• Maintains call center database by entering information
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Maintains positive and strong relationships with wholesalers, groups, and any additional means of business contacts that are encountered
• Maintains an open line of communication with hotel reservations office, revenue management and CRO
• Process and file credit card authorizations
• Completes daily cancellation, deposit required, virtual suite, and OTA reports
• Maintains an average shop score of 80% or higher
• Maintains an average available phone time of 80% or higher
• Operates PC based console system with multiple telephone line capacity
• Answers phones in a polite professional manner according to Loews standards
• Utilizes Property Management system for guest look up, verification, messaging, etc.
• Receives, processes, and follows up on guest requests for banquets, engineering, housekeeping, laundry/valet, security, star service, or any other services and/or amenities
• Utilizes PC console and/or PMS to enter messages/guest requests, also relays messages to guests according to Star Service Standards
• Gives callers accurate and precise directions to several locations related to hotel property and surrounding area
• Maintains a shop score of 92% or higher
• Knowledgeable of hotel services, amenities, and special events. Maintains directory of current activities including but not limited to character dining, recreation, spa, and children's camp
• Maintains as average monitoring score of 92% or above
• Maintains an average available phone time of 81% or higher
• Accepts and enters VIP wake up calls to Loews Standard. Performs personalized wake- up call functions, assists guests in entering character wake-up call requests
• Serves as communications hub during Emergency Procedures
• Maintains required logs, records and files to document department operations
• Other duties as assigned General Responsibilities
  • Promotes and applies teamwork skills at all times
  • Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
  • Is polite, friendly, and helpful to guests, management and fellow employees
  • Executes emergency procedures in accordance with hotel standards
  • Complies with required safety regulations and procedures
  • Attends appropriate hotel meetings and training sessions
  • Maintains cleanliness and excellent condition of equipment and work area
  • Complies with hotel standards, policies and rules
  • Recycles whenever possible
  • Remains current with hotel information and changes
  • Complies with hotel uniform and grooming standards Qualification Standards The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation:Required:
    • Minimum of one year Guest Service Agent 1, Front Office or Reservation experience
    • High school Diploma or Equivalent
    • Excellent communication skills both oral and written
    • Knowledge of computer programs used in reservations, inventory control and Property Management SystemsExperience: Minimum of one year Guest Service Agent 1, Front Office or Reservation experience

Keywords: Disability Solutions, Orlando , Guest Service Agent 3 (Part-Time), Sales , Orlando, Florida