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Reservations Specialist

3 months ago

Ocean City, Maryland, United States Blue Water Hospitality Group, LLC Full time
Job DescriptionJob Description

Blue Water is privately held and family-owned by father and son Jack and Todd Burbage.

Founded in 2002, Blue Water invests, develops, and manages RV resorts, campgrounds, hotels, and attractions. Its integrated marketing, revenue management, and operations approach has quickly established it as a hospitality industry leader. With dozens of resort-area properties in East Coast states from Maine to Florida and new additions out west in Texas, Montana, and Oregon, the Blue Water family is committed to creating elite assets, delivering exceptional guest experiences, and enhancing the communities we serve.

INTRODUCTION TO ROLE
Be the shining light that sets our guest's experience on the right foot from the moment they pick up the phone. These exceptional Reservationists assist guests through the reservation process for all Blue Water Properties. Through exceptional guest service, friendly demeanor, and attitude of helpfulness throughout the entire process, our reservationist will ensure guests reserve stays at our properties by utilizing closing techniques to build the reservation. Going the extra mile for a smile is the norm in this role

WHO WE ARE LOOKING FOR

  • Strong Communication Skills: Ability to articulate information clearly and effectively both verbally and in writing.
  • Active Listening: Capacity to listen attentively to customer inquiries and concerns, demonstrating empathy and understanding.
  • Problem-Solving Abilities: Aptitude for analyzing situations, identifying issues, and providing appropriate solutions or guidance.
  • Patience and Empathy: Ability to remain calm and patient when dealing with difficult or frustrated customers, demonstrating empathy and understanding.
  • Adaptability: Flexibility to adapt to changing situations, procedures, and customer needs in a fast-paced environment.
  • Attention to Detail: Ability to accurately record information, follow procedures, and document interactions with customers.
  • Time Management Skills: Capacity to prioritize tasks effectively and manage time efficiently to meet performance goals and deadlines.
  • Teamwork and Collaboration: Willingness to work collaboratively with team members and support colleagues to achieve departmental and organizational objectives.
  • Technical Proficiency: Familiarity with relevant software, systems, and tools used in call center operations or the ability to quickly learn and navigate new technologies.
  • Customer Focus: Dedication to delivering exceptional customer service and ensuring customer satisfaction by meeting or exceeding expectations.
  • Professionalism: Demonstrating a professional demeanor, maintaining confidentiality, and adhering to company policies and guidelines at all times.

WHAT YOU WILL WORK ON

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

  • Operate all features of the reservation processes efficiently and professionally, including managing multiple PMS to build and book reservations and additional attractions or accommodations during their stay.
  • Adequately cross-trained in all aspects of the Blue Water portfolio and comfortable working in all software systems and platforms.
  • Support guests in modifying existing reservations.
  • Support property marketing, sales, and revenue management goals and initiatives, which include promotional marketing calls, upsells or minimum stay requirements, or advanced calls to guests to confirm reservations.
  • Use the Blue Water Way to provide impactful guest interaction via phone, email, or web chat to ensure a smooth, pleasant, and helpful process for guests to book accommodations.
  • Provide basic support for guests regarding property details, site specifications, amenities, and nearby attractions, restaurants, or other related questions regarding their stay.
  • Follow all processes and procedures to ensure guest satisfaction, proper call handling technique, and reservation closing and execution of the transaction.
  • Performs other duties as assigned.

COMPENSATION

At Blue Water, we believe in recognizing and rewarding outstanding performance. As part of our commitment to fostering a motivating work environment, we offer a comprehensive incentive program designed to recognize employees who go above and beyond in their roles.

Call Center Incentive Program Includes:

  • Competitive hourly wage.
  • Performance-Based Bonuses: Employees have the opportunity to earn bonuses based on their individual performance metrics and contributions to the success of the team and company.
  • Sales Incentives: Sales team members are eligible for commission-based incentives to achieve and exceed sales targets.
  • Recognition Programs: We regularly recognize and celebrate exceptional performance through awards, shout-outs, and other forms of acknowledgment.
  • Team Challenges: We organize periodic team challenges and competitions that offer exciting incentives for achieving collective goals and fostering teamwork.
  • Referral Bonuses: Employees who refer qualified candidates to join our team may be eligible for referral bonuses upon successful hiring and completion of the probationary period.

WHO YOU WILL WORK WITH
The Reservation Specialist reports to the Guest Relations Manager.


WHAT YOU BRING

  • A great attitude along with excellent customer service skills
  • High School Diploma or GED Equivalent
  • 1-3 years of the front desk, reservations, or customer service-oriented role

PHYSICAL DEMANDS
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to talk and listen. This position requires sitting for long periods. It requires constant use of the telephone and computer to complete the essential functions of the position.

The hospitality environment is fast-paced, and at times, you may be required to cover or assist with tasks/job functions outside of the job you were hired for. We require each of our team members to have an All-Hands-On-Deck mindset. This means you may be tasked with other functions and are expected to complete those tasks with the same level of enthusiasm and dedication as you would with your normal job duties.

Blue Water is raising the standard of excellence and innovation in real estate development and hospitality with every entity brought on board.

Blue Water Development Corporation is committed to the principles of equal employment opportunity and is committed to making employment decisions based on merit. We are committed to complying with all Federal, State, and local laws providing for equal employment opportunities and all laws related to terms and conditions of employment.