Full Job Description
The Reservation Specialist is the first point of contact for all incoming calls and emails, and will be responsible for providing excellent customer service using proper phone etiquette. You will be required to exhibit superb communication skills, vibrant personality, professionalism, customer focus, and multi-tasking abilities at all times while assisting members and visitors via phone, office walk-ins, and email inquiries. In addition, you must become familiar with the club’s policies and ongoing special events to further inform patrons when visiting the club. Ideal candidates must possess the ability to handle a high call volume and stress management while ensuring 100% guest satisfaction.
Essential Duties and Responsibilities:
- Answer, screen and direct all incoming calls and emails
- Book dining reservations for guests, members, and potential members in a timely, thorough, and accurate manner
- Inform patrons on club’s policies and expectations while visiting the club
- Review and forward telephonic messages and emails to the corresponding department
- Respond within an hour to email and voicemail inquiries
- Keep and maintain Lost & Found items
- Assist with reservation walk-ins and inquires
- Attend Staff meetings when requested
- Perform other tasks or projects as requested, including collaboration with other departments
- Keep the reservations area clean and organized
Assist other departments with the following, upon request of the Reservations Manager:
- Update members’ address and contact information in database with 100% accuracy
- Assist in mailing out membership renewal packets
- Maintain and update VIP passes log and shred passes daily
- Stamp “Drink Tickets” for Castle Knights
- Stuff and mail out Newsletter every month
- Assist with membership log-in password issues
- Mail members extra guest passes as requested
- Input membership birthdays when requested to be added to the program
- Put together “swag bags” for New Member Orientation
- Assist in website navigation as needed
- Handle return mail
- Assist with reciprocal clubs
Minimum Qualifications and Skill Requirements:
- High school diploma or GED equivalent
- Prior experience as a receptionist is a plus
- High call volume experience preferred
- Knowledge of Seven Rooms and Northstar software systems or similar software is a plus
- Strong office and computer skills, including phone with multiple phone lines, fax, Internet, email, various Windows software including, but not limited to Word, Excel, Outlook and etc.
- Minimum of 40WPM
- Excellent communication (oral and written), interpersonal and customer service skills.
- Professional, cordial, and polite demeanor and appearance at all times
- High Stress Tolerance
- Conflict Management
- Excellent time management and reliability
- Strong detail-oriented and ability to effectively manage multiple tasks with various deadlines.
- Self-motivated and able to prioritize and work independently with minimum to no supervision
- Ability to pick up and carry the equivalent of 25 pounds
Work Schedule:
Employee’s work schedule varies according to work demand and is not a set schedule. Schedules may vary and are both full-time and part-time, Monday-Sunday.'
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Work Location:
- One location
Work Remotely
- No
Job Type: Full-time
Pay: $17.00 - $18.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
- Weekend availabilit
COVID-19 considerations:
All employees and visitors are to show proof of vaccination or a negative COVID-19 test, all employees and visitors are required to wear masks. Offices are cleaned and sanitized regularly.
Education:
- High school or equivalent (Preferred)
Work Location: One location