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Guest Services Reservation Specialist

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Job Overview

POSITION SUMMARY

The Guest Services Reservation Specialist plays a crucial role in facilitating guests' planning processes for their visits by promoting all offerings through phone and online interactions. This position involves addressing guest inquiries about various amenities, maintaining comprehensive knowledge of program offerings, and assisting in coordinating all aspects of the guest's experience, including program enrollment, overnight accommodations, spa services, and other activities.

KEY RESPONSIBILITIES

  • Delivers outstanding customer service by providing guests with detailed information about programs, facilities, and wellness services.
  • Engages proactively with callers to identify their needs and preferences, making tailored suggestions for programs and offerings that align with their interests.
  • Guides prospective guests towards suitable programming options based on their inquiries, utilizing effective closing techniques to enhance conversion rates.
  • Accurately logs guest information into the hospitality management system.
  • Effectively cross-sells additional, relevant offerings to callers.
  • Maintains a comprehensive understanding of housing options and conducts discussions with callers to optimize the use of available accommodations.
  • Answers phone calls in a courteous and knowledgeable manner, ensuring that all questions are addressed thoroughly.
  • Provides follow-up communication with guests and potential guests as necessary.
  • Assists with other registration and accommodation requests as assigned.

CORE COMPETENCIES

  • Demonstrates a commitment to equity, diversity, and fostering an inclusive environment.
  • Exhibits strong ethics, integrity, and values that align with the organization's principles.
  • Collaborates effectively with colleagues, reflecting the expected behavior within the organizational culture.
  • Builds strong relationships, understanding customer expectations and providing practical, mutually beneficial solutions.
  • Shows adaptability in work, supporting various departments as needed.
  • Encourages a positive and joyful atmosphere among team members and peers.
  • Possesses the knowledge and skills necessary to perform job responsibilities to established standards, staying current with industry trends.
  • Views experiences as opportunities for learning and growth.
  • Takes responsibility for personal and professional development.
  • Embodies the organization's values, including service, presence, inquiry, compassion, practice, and integrity.

ESSENTIAL QUALIFICATIONS

  • High School diploma or equivalent.
  • 1-2 years of experience in customer service or sales.
  • Familiarity with the organization and the surrounding area.
  • Experience in telephone service.
  • Strong customer service skills.
  • Professional demeanor and reliability.
  • Proficient in Microsoft Office applications, particularly Outlook, Excel, and Word.
  • Able to learn new software applications quickly.
  • Availability to work evenings, weekends, and some holidays.

BENEFITS (Effective from Day One)

  • Health Insurance
  • Dental Insurance
  • Paid Time Off, including Vacation, Sick, and Personal Days
  • Vision Coverage
  • 403b Retirement Plan
  • Flexible Spending and Dependent Care Accounts
  • Company-Paid Short- and Long-Term Disability Insurance
  • Company-Paid Life Insurance Policy
  • Complimentary Meals in the Dining Hall during shifts
  • Discounts on Purchases in the Shop and for Wellness Services
  • Access to Yoga Classes and participation in Programs

Please note that the organization does not provide housing facilities for its staff members. Employees are responsible for arranging their own accommodations while working.