Reservations Agent/PBX Operator

RESERVATIONS AGENT/PBX Operator- FULL TIME

Meliá Orlando Celebration Hotel

Celebration, Florida

“The world is yours with Meliá” 

Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. 

It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?

In a company as large as your world, all that is missing is YOU.

Essential Duties

 Reservations Agent:

• Ensure guests receive a consistent and professional welcome/goodbye from the hotel via telephone.
• Book and process all guest reservations for individuals, groups and/or wholesalers (either via telephone, intranet, email, mail internally and through travel planners/corporations).
• Up-sell rooms where possible to maximize hotel revenue.
• Process cancellations, updates on changes and revise guest reservations requests for the hotel according to policy and procedures.
• Respond appropriately to guest complaints.  Ensure to make appropriate service recovery gestures according to established guidelines of the hotel and company.
• Create and update group block notes to provide relevant data pertaining to all group reservations and coordinate with other departments as needed to provide group reservation information and group needs as specified in contract.
• Speak with others using clear and professional language and answer telephones using appropriate etiquette.
• Maintain positive guest relations.
• Be an Ambassador or our Melia Rewards loyalty program (sign up, grant benefits and redeem points)
• Perform other duties as assigned.
• Answer telephones in a prompt and courteous manner. 
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.

This brief description/responsibilities and/or duties are not intended to be ALL responsibilities or qualifications of the job. EEO/M/F/D/V

 PBX Operator:

• Answer incoming phone calls primarily from external callers in a timely and professional manner that reflects highly on the hotel and brand. 
• Answer calls within prescribed time frame, respond to caller in a professional manner and according to established scripts and standards, and promptly route call to its destination. 
• Speak, listen and use a keyboard to type or route messages, usually done while sitting down. 
• Provide callers with local directions and general information in a courteous and accurate manner. 
• Act a central communications point during emergency/crisis situations.  Follow emergency, safety and security procedures including local fire, police, poison control, etc. for assistance. 
• Respond to in-house guest concerns or complaints in a timely manner. 
• Make appropriate service recovery gestures according to established guidelines. 
• Notify management of any malfunctioning telephone equipment or accessories. 
• Be aware and prepare for all in-house group meetings and VIP arrivals. 
• May provide wake-up calls to guests rooms. 
• May assist with other duties as assigned. 

This brief job description/responsibilities and/or duties are not intended to be ALL responsibilities or qualifications of the job.  EEO/M/F/D/V

General Duties

• Know your work schedule and follow it with a high degree of reliability.
• Promote and apply teamwork skills at all times.
• Maintain a clean, neat, and orderly work area.
• Utilize protective equipment, when applicable.
• Promote the hotel through goodwill, courtesy, and a positive attitude.
• Continue to learn and grow in your position.
• Comply with hotel policies, procedures, uniform and grooming standards.

This brief description/responsibilities and/or duties are not intended to be ALL responsibilities or qualifications of the job. EEO/M/F/D/V

Minimum Requirements

1. Ability to understand guests' service needs.
2. Flexible schedule is required; must be available to work various shifts including mornings, evenings, weekends and/or holidays 
3. Ability to be well organized, maintain concentration and think clearly when multi-tasking and providing service to multiple guests and/or clients within any given periods of time.
4. Ability to focus on details.
5. Ability to perform job functions with minimal supervision.
6. Ability to work cohesively with co-workers as part of a team.
7. Ability to sit for extended periods of time.
8. Minimum 1-year experience in a similar role. 
9. Must be able to read, write and speak English. Other languages preferred.

Only candidates with authorization to work in the U.S.A. will be considered. At this time, no monetary relocation assistance is available.