Job Description

JOB STATEMENT

Responsible for making reservations in a timely and efficient manner. Accountable for answering incoming calls, booking reservations, and providing accurate information to the guests. Ensure excellent communication skills when dealing with all guests, or making changes to a reservation with a guest. The guest comes first and will be treated in a fair and friendly manner.

MISSION

To ensure 100% of a Guest’s expectations are met before arrival.

Friendly; Accurate; Efficient; Knowledgeable

ESSENTIAL FUNCTIONS

• Communication
• Answer all phones in accordance with standards of proper etiquette
• Be consistent in giving out information
• Write any problems you experienced throughout the day and give to the supervisor so they are aware of the situation
• Inform management of any guest or system related complaints or problems

§ Guest Service

• Ensure guest comfort and satisfaction
• Promptly and effectively deal with guest complaints and requests
• Always be polite when dealing with a guest
• Never use foul language while at work
• The guest comes FIRST! Drop what you are doing to help a guest
• Answer a guest question to the best of your ability. Get help if you do not know the answer
• Be Knowledgeable
• A paid training will be provided in which you will learn how to use Springer Miller Systems. After training is complete you will be expected to accurately and efficiently pull rates, communicate them to the guest, and book reservations for the Hotel, Cabin/RV Rentals, and Campground.
• Ensure you are providing guests with the most up to date information as it relates to their current booking
• Cleaning Duties
• Keep reservations office clean and presentable; vacuumed and dusted
• Keep the cubicles fully stocked at all times
• Take out all of the garbage daily
• Perform any duties requested by a Lead, Supervisor, or Manager
• Be PUNCTUAL in reporting to work and be neatly dressed in APPROPRIATE UNIFORM WITH A NAME TAG. Personal hygiene is required
•   Reservationists are required to work shifts throughout the week (Monday-Friday) and also on the weekends (Saturday-Sunday)

JOB SPECIFICATIONS

• Computer skills and knowledge (Microsoft Office – Word/Excel, ability to type, etc.)
• Phone etiquette
• Hospitality focus
• Self-confidence
• Self-starter
• Problem solver
• Optimistic
• Team Player
• Detail oriented

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to sit in an office environment for long periods of time throughout the day
• Requires manual and bi-manual dexterity, fine and gross motor skills, eye/hand coordination, near vision, hearing and speech
• Requires occasional kneeling and bending
• Requires occasional walking, reaching above shoulder, pushing and pulling
• Requires occasional lifts and carries up to 40 pounds
• Requires occasional carries up to 75 pounds with the assistance of a two-wheel hand truck
• Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level is generally moderate.

OTHER FUNCTIONS

Any and all other duties as assigned or necessary in order to support the Accommodations Department and the park as a whole. While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties when circumstances (e.g., emergencies, changes in workload, rush jobs, staff levels, or technical developments) dictate.

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