Job Description

Job Description

Job Description

About Company:

At The Resort at Glade Springs, we believe that exceptional service and hospitality are the cornerstones of our success. Our commitment to creating memorable experiences for our guests is what sets us apart. As a prospective employee, you will play a vital role in upholding these values.

Our Service Philosophy:

• Guest-Centric Approach: We prioritize the needs and preferences of our guests, ensuring their satisfaction and comfort at every touchpoint.
• Attention to Detail: Every interaction matters. We strive for excellence by paying attention to the smallest details, from the cleanliness of our facilities to the warmth of our greetings.
• Proactive Problem Solving: Anticipating and addressing guest concerns before they arise is key to delivering seamless service.

Our Hospitality Culture:

• Empathy and Respect: We treat our guests and colleagues with genuine care and respect, fostering a welcoming and inclusive environment.
• Team Collaboration: Success is a collective effort. We work together, supporting and uplifting each other to achieve our common goals.
• Continuous Improvement: We are committed to learning and growing. Regular training and feedback help us enhance our skills and stay ahead in the industry.

Joining The Resort at Glade Springs means becoming part of a family that values dedication, passion, and a positive attitude. We look forward to welcoming you and working together to create unforgettable experiences for our guests. Associates enjoy great benefits including discounted golf, retail and food as well as access to our fitness center and indoor pool!

About the Role:

The Reservations Agent plays a critical role in delivering exceptional customer service by managing and processing reservation requests efficiently and accurately. This position is responsible for assisting customers with booking accommodations, answering inquiries, and providing detailed information about available services and policies. The agent ensures a seamless reservation experience by utilizing reservation systems and maintaining up-to-date knowledge of inventory and pricing. The Reservations Agent must demonstrate strong communication skills and the ability to handle multiple tasks simultaneously while maintaining professionalism. Ultimately, this role contributes to customer satisfaction and loyalty by facilitating smooth and positive interactions throughout the reservation process.

Minimum Qualifications:

• Previous experience in customer service or reservations, preferably in the hospitality or travel industry.
• Proficiency with computer systems and reservation software.
• Excellent verbal and written communication skills.
• Ability to work independently in a remote environment with reliable internet access.

Preferred Qualifications:

• Strong problem-solving skills and the ability to handle difficult customer situations calmly.
• Familiarity with data privacy regulations and best practices.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, or chat regarding reservations and availability.
• Process new reservations, modifications, and cancellations accurately using the company’s reservation system.
• Provide detailed information about room types, rates, policies, and special offers to assist customers in making informed decisions.
• Maintain accurate records of customer interactions and transactions in compliance with company standards.
• Collaborate with other departments to resolve customer issues and ensure a high level of service quality.

Skills:

The required skills enable the Reservations Agent to efficiently manage booking systems and communicate clearly with customers to ensure their needs are met. Strong computer proficiency allows the agent to navigate reservation platforms and update records accurately, which is essential for maintaining operational flow. Effective communication skills are used daily to provide clear, courteous, and helpful information, enhancing the customer experience. Preferred skills such as multilingualism and advanced problem-solving further empower the agent to serve a broader range of clients and resolve complex issues effectively. Together, these skills support the agent in delivering a seamless reservation process that fosters customer satisfaction and loyalty.

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