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Position Summary:
A Loews Hotels Call Center Reservations Sales Agent is responsible for selling a unique experience to potential customers contacting their hotel and the Loews Hotels brand according to our "Four Diamond and More" standards. As the first point of contact for many of our guests the Call Center Reservations Sales Agent must "engage and delight" each and every caller in a warm, professional and efficient manner. Call Center Reservations Sales Agents also follows up with every reservation to ensure that the operation has the information needed to provide absolute delivery of each reservation. Most communication will be handled over the phone although some processes are dealt with via written communication and occasionally a Call Center Reservations Sales Agent will have the opportunity to interact with guests face to face.
* Inputs complete preference profiles on all guests confirming reservations.
* Answers phones promptly, politely and in accordance with Loews Hotels "Four and More" service goals.
* Is knowledgeable and able to sell the Loews experience which includes restaurant, spa, golf, in addition to upgrades and information regarding area attractions and events.
* Utilizes interpersonal skills to sell the hotel and then an overall experience to the caller by focusing on their unique set of requests/needs and incorporating Loews Hotels Reservations Department standards.
* Is knowledgeable regarding all hotel/room features and amenities and incorporates that information into the selling process.
* Takes reservations completely and accurately.
* Anticipates guests needs whenever possible.
* Processes all reservations requested via paperwork such as Third Party Internet bookings, FIT/Wholesale reservations, Management requested reservations, etc.
* Ensures YouFirst requests/challenges are handled promptly and with genuine friendliness.
* Completes all double check and review processes as appropriate to the individual department such as checking system for duplicates, reviewing bookings, reviewing arrivals and other tasks as needed.
* Processes VIP reservation sheets with special attention to accuracy as well as guest requests/needs.
* Copies suite reservations for Guest Services Manager if applicable, (may not apply to every property)
* Filing including creation of new files and maintenance of existing files to promote a well organized departmental environment.
* Prints computer lists as scheduled on the departmental check list and distributes as directed
* Inputs Room Analysis as directed.
* Promotes and applies teamwork skills at all times
* Remains current with hotel information and changes
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Required Skills & Experience:
* High school diploma or equivalent required
* Minimum of two years hospitality experience
* Knowledge of a second language is an asset
* Certification will be required for Call Center Reservations Sales Agents with previous experience as Sales, Reservations or Front Desk Associate.
* Must be customer service oriented and have excellent hospitality and guest relations skills.
* Must understand that the position of Call Center Reservations Sales Agents is a sales position
* Must have excellent written and oral English communication skills and telephone etiquette skills
* Must be computer literate in general but particularly in Word Processing software. Excel might by helpful
* Must be organized and able to prioritize work load
* Must be able to type 25 wpm
* Must be flexible to work any shift, including weekends and holidays
Candidates Must apply via our web site.
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