Reservations Agent, Part-Time

2 months ago


Lahaina, United States Trilogy Excursions Full time
Description

To answer incoming calls from customers and agents, to make reservations, capture sales and coordinate the details of each reservation, to answer inquiries and questions, and to provide information to guests as well as agents. This position works all weekends.

Requirements

RESPONSIBILITIES & DUTIES:
  • Answer incoming calls: take and input reservations, provide guests with excursion & service information, describe, sell, & upsell tours.
  • Outbound calls: follow-up calls, confirmation calls, reschedule guests, notify guests of changes to their excursion(s)
  • Identify and escalate priority issues, route calls to appropriate resource.
  • Respond to emails, send guest confirmation emails, and monitor ZenDesk communications.
  • Document all call information according to standard operating procedures.
  • Customer complaint resolution (includes cc disputes, research & resolution)
  • Responsible for in-house retail logo sales and assisting in processing online retail/logo orders.
  • Daily responsibilities: food orders, crew schedule distribution & entry, special requests, communication with Captains re: trip changes/no shows/cancellations
  • Assist walk-in guests with inquiries, making reservations, gift certificates & logo sales.

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