The purpose of the Reservations Agent is to take reservations via the telephone, mailed correspondence, rooming lists, and in house requests. Enter the information in the Property Management System (PMS).

Primary Responsibilities (Including but not limited to)

· Answer all incoming calls in a friendly and efficient manner. Provide guests with the requested information concerning the city, the lodge, and its services. Familiarize all guests with the Lodge & Club, its services, facilities, and policies/procedures (i.e., dress code, check-in time, tee-times, etc.).

· Handle reservation calls to provide optimal customer service and minimal hold time.

· Obtain the necessary information from the guests efficiently. Enter it accurately into the PMS computer system. Correct any errors daily to ensure accurate information is available during guest check in.

· Performs site and familiarization tours with new and repeat guests describing the features of the Club as required.

· Address and resolve all reservations problems in a positive and professional manner and communicate major problems to the appropriate management.

· Communicates information concerning reservations and small groups taking place at the Club and Lodge with Senior Reservations Agent or Manager.

· Arrange and book additional guest services as required by each guest (i.e. Restaurant reservation, tee times, spa treatments, etc.)

· Take and process all small group reservations and tee-times for Lodge guests. Interface and coordinate with Conference Services Department for booking of meeting room and preparation of B.E.O.’s and other F&B issues as needed.

· Process gift certificates.

· Must be effective in sales and up selling.

· Manage group reservations including management of group cutoff dates, securing and reviewing all rooming lists, monitoring group block activity (i.e., pickup, wash).

· Perform solicitation calls on new and repeat business (i.e., travel agents, small groups and individuals).

· Perform any other duties that may be required by management from time to time.

· Block special request reservations and suites.

· File daily reservations and other correspondence.

· Prepare reports or paper work in a timely manner as required.

· Assist in preparation of competitive rate/availability analysis, blackout date report, daily call-logs and other reports as necessary.

Qualifications and Characteristics Required

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job with or without reasonable accommodations.

· Any combination of education or experience equivalent to the graduation of high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities to perform to the position standards. High school diploma and some college with communication emphasis preferred.

· Must have 2-3 years previous front desk experience in a lodge or hotel environment.

· Ability to read and speak English language. Skills sufficient to give and receive accurate information, resolve complaints, and communicate at all levels of the organization.

· Ability to pay attention to detail, identify, investigate, and resolve problems.

· Demonstrated ability to sell over the phone, close new bookings and to speak intelligently and confidently about Bay Hill’s products over the phone to either a club member, travel agent or direct consumer in strong and persuasive manner.

· Basic knowledge of competitive hotels (upper, direct, and lower tier).

· Complete knowledge of the Club & Lodge, lodge rooms and meeting related services available to guests.

· Comprehension of the reservation sales process.

· Understanding of the group sales process.

· Must understand golf and tee-sheet management.

· Desire to participate as part of a team.

· Use effective listening skills.

· Ability to follow through with guests or tasks as necessary in an accurate and timely manner.

· Work in a highly visible in area of responsibility.

· Must possess basic computational ability.

· Must possess computer skills, including, but not limited to, accounting programs, Microsoft Word, Excel, Outlook (e-mail) and PMS.

Physical/Mental Requirements

· Must be able to lift/push/pull up to 50 lbs.

· Must be able to endure long periods of standing, sitting, and walking.

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location

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