To provide quality customer service while assisting future and current guests with accommodations and future reservations per BMC standards.
Essential Duties and Responsibilities:
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Professionally handle incoming telephone calls and emails from prospective guests
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Actively promote and sell future reservations to potential guests, demonstrating excellent sales skills
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Demonstrate a strong understanding of the hotel's selling strategy and effectively implement it
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Work in the hotel’s Property Management system to collect and accurately input guest information and reservation data
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Employ sales tactics to maximize transient room revenue, aiming to exceed sales targets
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Follow up with guest inquiry leads to secure second-chance bookings and boost conversion rates
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Provide exceptional customer service by assisting guests with inquiries and changes related to their existing reservations
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Efficiently manage daily correspondences and operational tasks to not only meet but exceed customer expectations
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Play a vital role in expanding the customer base, actively contributing to office goals and conversion targets
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Offer concierge services with in-depth knowledge of the property and the surrounding area, including dining options, entertainment, special events, and directions
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Operate and troubleshoot computer systems effectively while working remotely to maintain uninterrupted productivity
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Perform any additional duties as assigned by supervisors to support overall office operations and guest satisfaction.
Competencies:
Job Knowledge - Job Knowledge refers to the amount of relevant knowledge and skills an employee has. Includes awareness and possession or mastery of special facts, practices, manual skills and techniques, and decision-making methods.
Customer Service - Refers to the ability to satisfy the expectations and requirements of customers. Displays courtesy and sensitivity and responds promptly to service requests. Identifies customer needs and explains services clearly. Handles difficult situations.
Communications Oral - Refers to the ability to speak clearly and persuasively. Listens and gets clarification. Responds well to questions. Demonstrates group presentation skills. Participates in meetings.
Attention to detail - Diligently attends to details and pursues quality in accomplishing tasks.
Work Quality - Work quality refers to the effort that consistently achieves desired outcomes with a minimum of avoidable errors and problems.
Educations and/or Experiences:
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Hotel Front Desk or Hospitality Experience preferred
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Proficient in basic computer skills, including Office Suite and the ability to navigate websites and use internet browsers effectively. Maestro experience preferred.
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High School Diploma (or GED or High School Equivalence Certificate)
Physical Demands:
While performing the duties of this job, the individual must be able to remain in a stationary position for 90 percent of the time while operating their computer and performing office work. The individual needs to occasionally move about inside the office. They constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, fax machine, and computer printer. They must be able to exchange accurate information with clients and others in the office while interacting. The individual must be capable of reviewing their work for errors and make adjustments as necessary.
Schedule:
This office is open 365 days a year. Nights and weekends are required.
Other Notes:
The position is remote, however applicant must reside in Florida. The agents are required to provide all of their own office equipment and reliable internet service. Two Monitors or one large monitor is required for their at-home workstation due to the everyday tasks of the position.
