G6 Hospitality General Reservations Agent in COLUMBUS, Ohio

Business Unit:

DirectEmployers

Title:

General Reservations Agent

Location:

OH - COLUMBUS

City:

Columbus

Metro Area:

Columbus

State:

OH

Postal Code:

43214

Functional Area:

Contact Center

Requisition Number:

961671

First Open Date:

03/18/2016

Description:

The General Reservations Agent is responsible for presenting a sales opportunity to every caller. Responsibilities also include adding, changing or canceling reservations in a professional, efficient manner, which reflects the corporate standard of outstanding hospitality.

ESSENTIAL FUNCTIONS:

The individual occupying this position must be able to perform essential job functions set forth below with or without reasonable accommodation.

• Primary Duties & Responsibilities:

This document in no way states or implies that these are the only duties to be performed by the individual occupying this position. This is a representative list of the general duties, and it is not intended to be all-inclusive.

– To promptly, professionally and courteously handle customer inquiries about reservations for Motel 6 and Studio 6 in an inbound call center environment

– To conduct oneself in a professional manner and utilize proper phone etiquette in an effort to build customer relations and maintain a positive brand image

– To positively offer, educate, persuade and sell customers on the benefits of booking and securing their reservation with Motel6/Studio6

– To consistently achieve all performance standards by following established techniques, policies and procedures and through taking ownership for application of coaching

– To demonstrate a full understanding of the Motel 6/Studio 6 brand during every sales opportunity and communicating accurately and concisely the services, amenities and policies of the company.

– To accurately direct customers to the appropriate departments in an effort to handle specialized needs (Groups/Guest Relations)

– To familiarize oneself with new procedures and department objectives

– To provide the highest of service by using all available resources when providing customers information...such as selling over to different locations when applicable, closest Motel 6/Studio 6 etc.

– To effectively and efficiently utilize all equipment as instructed

– To complete all other duties as needed or required

• Job Requirements:

– Effectively communicate both verbally and in writing with guests, properties, and other team members

– Ability to actively listen, interpret, adapt to and resolve guest inquiries

– Ability to read and interpret documents and instructions from guests, hotels, and other team members

– Maintain an acceptable level of performance with sales, call quality and other key business metrics

– Work within an appropriate level of independence and remaining on task

– Adaptable to change and willingness to lead by example

– Adhere to all corporate and departmental policies as outlined in the Corporate Team Member Handbook

– Consult, influence and sell customers

– Develop a positive rapport with customers, team members and management

– Identify and communicate all potential issues, problems and/or concerns to a management

– Self-motivated, strong initiative and results oriented

– Ability to handle the stress of a fast paced, high call volume work environment

– Remaining dependable and reliable with actions even when facing adversity

• Minimum Qualifications and Skills:

• High school diploma or equivalent

• Excellent verbal and written communication skills

• Strong time management and organizational skills with basic math and problem solving capabilities

• Excellent customer service and interpersonal skills including listening and people skills

• Basic computer skills and comprehension

• Reasonable schedule flexibility

• Maintain attention and concentration for extended periods of time

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