Reservation Agent – Job Description
Department: Germaine’s Luau
Reports to: Reservations Manager
Status: Non-Exempt
I.Job Purpose/Objective:
This position is responsible for scheduling and confirmations, checking emails and faxes, answering phones regarding reservations and questions, customer check in and completion of reports and processing payments for Germaine’s Luau.The Reservation Agent is often the first person that a customer or agent interacts with when contacting our company. They are essentially the face and voice of our company and for this reason they play an extremely important role in the representation of Germaine’s Luau. The incumbent will contribute to the accomplishment of company practices and objectives that strive to provide a high-performance culture with emphasis on quality, productivity, and the ongoing development of a superior workforce.
II.Essential Job Functions:
Incumbent may perform any or all of the following:
·General clerical duties including, but not limited to, copying, faxing, mailing, and maintaining the filing system.
·Open, sort and distribute incoming correspondence, mail, inter-office pouches, etc.
·Take reservations from incoming calls and online clients
·Send confirmations
·Keep an accurate record of the reservations by inputting them in the computer
·Notifying agents and clients of any changes in departure locations, sold out days,
·cancelations due to weather
·Prepare passenger manifests for all packages for escorts/luau gate/ hostess
·Prepare all upgrade packages with correct tickets / wrist bands
·Issue start monies, radios, and ipads to the escorts and luau gate person
·Collect payment from clients or agents at the office
·Daily maintenance of portable radios
·Keep a log for lost / found items – mail found items to guests
·Answer the administration line on weekends and when the receptionist is not available
·Order luau tickets, stationery, and other department forms
·Assist the sales department with Sales blitz
III.Essential Skills (Minimum qualifications individual must possess when entering position) – i.e. skillsets, education, certifications, etc.
·Must have a High School Diploma or equivalent.
·Skilled in the use of computers, adapt to new technology, keep abreast of changes, learn new programs quickly, use technology to improve productivity.
·Proficient in Microsoft Office (Outlook, Word, PowerPoint, Excel, Publisher)
·Must have a positive attitude and takes initiative with a strong desire to learn.
·Keep information organized and accessible, work systematically/efficiently, manage time well, promote mutual respect, keep workplace clean and safe, support safety programs, ensuring confidentiality of all information.
·Attend all trainings and meetings as required and needed.
·Must be able to work flexible schedule.Part-time position, but full-time hours may be available.
·Meets all deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers, and promotes a team atmosphere.
·Prioritizes well, shows energy, reacts to opportunities, and instills urgency in others.
·Effectively communicate on all levels from staff to management
·Organized, able to multi-task and meet deadlines
·Able to deal with high stress and physical aspects of position
·Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, and adjusts plans to meet changing needs
·Plans for and uses resources efficiently, always looks for ways to reduce costs, creates accurate and realistic budgets, tracks and adjusts budgets, contributes to budget planning
·Able to handle customer questions, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image
·Takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development
·Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values
·Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems
·Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities, provides leadership/motivation
·Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere
IV.Working Conditions/Job Environment
·Must be able to stand, walk and sit for extended periods of time.
·Workstation provided in an air-conditioned or ventilated office
·Exposure to potential eye and muscle strain due to constant use of computer
·Light work- exerting up to 20 pounds of force occasionally and/or negligible amount of force to move objects
·Standing and walking for sustained periods of time
·Typing for long periods of time on the computer
·Talking- being able to express or exchange ideas by means of the spoken word, be able to convey detailed or important spoken instructions to others
·Hearing- ability to receive detailed information through oral communication
·Required to have visual acuity to determine accuracy, neatness and thoroughness of work: preparing and analyzing data and figures
·The worker is not substantially exposed to adverse environmental conditions
·Some remote work may be necessary.
The information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification.It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job.Management has the right to add to, revise, or delete information in this description.Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.
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