- Location
- The Charleston Place, United States of America
- Type
- Full-time
- Education
- High School
- Source
- Workday
Description
The Activities Reservation Specialist (ARS) is a work-from-home position (after initial training), and the primary function is to respond to inbound customer service calls with the objective of selling and confirming activity reservations for the Resort with an emphasis on world-class customer service. Activity reservations include dining and spa. The ARS also manages PBX call and email routing and response.
DUTIES AND RESPONSIBILITIES
Answer inbound reservation calls, qualify guest needs, and sell and confirm activity bookings within established parameters, with an emphasis on optimizing revenue.
Process bookings across all distribution channels as assigned, including online, fax, email, third party, in-house forms, and voicemail.
Route and respond to PBX calls and emails accurately and promptly, directing inquiries to the appropriate department or colleague.
Meet individual and team revenue and departmental goals.
Answer guest questions on hotel information, including hours of operation, seasonal offerings, and special events, accurately and promptly.
Book, communicate, and execute every reservation to luxury service standards.
Set clear expectations with guests throughout the sales process.
Pass complete, accurate, and timely information to the relevant operating departments.
Resolve guest issues arising from the sales process directly and effectively.
Work cohesively with other departments and colleagues as part of a coordinated team.
Follow all standards, policies, and procedures.
Perform other duties as assigned by the Reservations Manager or other departmental leaders.
Performance is measured and reviewed regularly for consistency and adherence to these standards.
QUALIFICATIONS
High school diploma or GED required.
Two or more years of customer service experience preferred.
Strong verbal, listening, and written communication skills, with confident telephone etiquette.
Ability to build rapport quickly and maintain a warm, professional tone under pressure, including with difficult callers.
Strong data entry and computer proficiency.
Ability to multitask effectively across systems and channels.
Ability to work weekends and holidays.
Ability to sit and talk for extended periods.
PHYSICAL CAPABILITIES
The physical demands described here represent what a colleague must be able to meet to perform the essential functions of this role:
Ability to remain seated and engaged in conversation for extended periods.
Ability to resolve problems, manage conflict, and make sound decisions under pressure, particularly during high call volume.
Sufficient hearing acuity for clear communication with guests and colleagues by phone.
Sustained use of computer systems for data entry and call handling.
Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
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BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.
