The primary responsibilities and duties of this position consist of, but are not limited to, the following. The Reservations Manager or Revenue Director deems if additional duties and responsibilities will be assigned.

• Create the highest customer satisfaction possible by insuring prompt, friendly, quality, and knowledgeable service when speaking and providing services to our guests. Help all reservationists to have the correct information at all times.
• Working with the Reservations Manager to develop and coordinate the training, hiring, & operational strategies, for the reservations area, and to achieve that area's stated goals and objectives.
• To help develop and implement training methods and procedures. To ensure that standard selling techniques are always a top priority in both training as well as being used by ALL daily.
• Seek and develop new concepts, and ideas, as well as specials and incentives.
• Safeguard the confidentiality of customer, company and all employee information.
• Take all opinions and suggestions under advisement before making decisions while assuming full weight of the decisions themselves.
• Maintain a cooperative working relationship with guests as well as the entire staff.
• Handle difficult situations with tact.
• Consistently show the ability to recognize and deal with priorities.
• Meet deadlines for time-sensitive activities.
• Assure that all personnel under your supervision are evaluated in accordance with established procedures.
• Create the highest customer satisfaction possible by proper use of language to guests and subordinates.
• Make sure all of your employees are in proper uniform at all times, as well as in accordance with all Employee Handbook regulations.
• Make out daily task and lists sheets for staff members.
• Manage all staff members discretely. If inconsistencies are uncovered, take the staff member aside and give the proper instruction and necessary corrections to adhere to the standard operating procedures. Fill out paperwork and put into the employees files.
• Always be available to answer questions, provide training, give assistance, and monitor staff performance.
• Deal with all disciplinary action in a timely manner.
• Complete all obligations; do what has been committed.
• Perform any other job related functions as determined by the Reservations & Revenue Manager.
• Audit all Reservations taken on your shift.
• When Reservationists call in sick, help assist staff in finding replacement for them.
• When phones are slow, for a period of time, monitor who is on, and if we need to send anyone home, or call anyone off who is not yet here.
• Become adept & empowered at handling customer complaints and criticisms, and sincerely help to solve those inconsistencies to the guests satisfaction, within company guideline
• Perform the following duties consistently:
  • Take all reservations in accordance with our TRACK PULSE Training program. Ask for the sale. Supervisors will actively take reservations out of the cue rotation on a daily basis.
  • Give the guest calling the most accurate information on the amenities, room styles, food & beverage options, rates and any package information. Selling only the services which we offer, and providing a true picture of what the guest should expect from our property.
  • Take all reservations in accordance with the standard operating procedures and policies.
  • State proper cancellation and reservations policies to each guest. Tell the guest about resort / green fees.
  • Explain check-in as well as check-out times.
  • Explain dining room and bar hours, pool, mini-golf, and any promotional events at the resort.
  • Explain fully the Inclusive Package, start and end times of the package. Make sure you are getting the correct age of everyone on the reservation so that you are quoting the rate correctly.
  • Must become familiar with using the computer to take reservations, as well as being able to read the folio's to know what is being charged. Must be able to help the guest with problems that arise regarding any questions on their billing.
  • Actively monitor the dashboard and agent status to ensure productivity and managing staff effectively.
  • Must become familiar with all room styles, rates, and all seasonal activities at the resort and in the Wisconsin Dells area.
  • Must become familiar with the proper use of the telephone, fax, copy machine, and all other related systems that may be related to the reservationist's position.
  • Maintain a cooperative working relationship with guests and the entire staff in all departments.
  • Demonstrate good judgment in solving problems and handle difficult situations tactfully. Do not make any decisions or give any information which you are unsure of the proper answer. Use your immediate manager for guidance.
  • Consistently show the ability to recognize and deal with priorities and complete all obligations. Do what has been assigned and practice good time management.
  • Discuss and make your immediate Manager or the Reservations Manager aware of any problems or inconsistencies in a timely manner.
  • Assist in identifying unclean and neglected areas in the resort, as well as any in need of repair, so that we can get these maintained on a regular basis.
  • Assist in helping each new employee gain the knowledge to perform their job to Chula Vista Resort standards.
  • Maintain compliance with all legal requirements, codes, cleanliness and sanitation standards and report any and all irregularities to the Reservations Manager
  • Effectively manage and be able to identify, verify and all third party reservations and Travel Agent reservations.
  • Follow your Reservation Manager & Revenue Director written and oral guidelines for the daily tasks & duties.
  • Maintain a well-groomed, professional appearance appropriate for the position and the situation.
  • Conduct all dealings on behalf of this company and in their personal lives with the highest ethical standards and moral integrity.
  • Safeguard and protect all company assets in his or her care.
  • It is the responsibility of all employees to report immediately any suspicious, malicious, or vandalism acts to Security.
  • You must become adept and empowered at handling customer complaints & criticisms and sincerely help to solve those inconsistencies and mistakes for the guest to the guest's satisfaction within the company guidelines.
  • Work with the guest at their convenience.
  • Review new ideas to develop more efficient ways to complete your task & duties.
  • Direct any questions to the Reservations Manager or Revenue Director they are available to answer questions, provide training, give assistance, and monitor your performance.
  • Keep abreast of any specials we are running, and if a guest mentions one you do not know about, find out about it so that you may better help them.
  • Be accurate in Group Reservations; make sure you are reading what their requirements are. If unsure ask your Group Sales Rep for guidance.
  • Help with any CRM or PMS report ie: Auditing, Scoring, Call Compliance, Coaching, Outbound. (These items are Scheduled)

JOB REQUIREMENTS

Educational Requirements:

Required - High School Diploma

Preferred - In College or College Graduate

Experience Required:

Required - 2 to 3 years experience working in reservations.

Preferred - 5 years experience working in reservations.

Skills, Knowledge and Abilities:

The ability to work with other people effectively and with other staff positions is important. Must be able to train and motivate others. Must have a good attitude toward the job as well as the customers. Must always be polite, concerned, with the best guest interest in mind.

Schedule Requirements:
This is a full time position with a minimum of 40 hours/work week.

PHYSICAL REQUIREMENTS:

Must be able to lift 20 lbs

Body Positions:

Sitting, standing for at least an 8 hour shift or more.

Body Senses:

Must have full use of eyes and ears, full power of speech.

Body Movements:

Walking, turning head and torso, bending arms, wrists and fingers.

Mental Requirements:

Mathematics: Must be able to do routine math calculations.

Language: Must be able to communicate in English, both verbally and in writing, well enough to give instructions, relay information, and carry on effective interchange with customers, vendors, and company staff.