Reservation Call Center Lead

Summary: The Reservation Call Center Lead is responsible for providing outstanding service to guests before their stay.

Responsibilities

extend beyond that of a typical Reservations Agent; they will need to expand their skill sets and work in a fast-paced environment with new challenges daily.

Responsibilities

Maintain thorough knowledge of Rosen Hotels & Resorts policies and procedures. Enter guest reservations into the system accurately with complete detail. Upsell amenities including spa and golf. Provide accurate information regarding availability, accommodation types, hotel amenities, rates, and area information. Accurately enter reservations sent via fax and email.

Correspond with Group Housing Coordinators to help with special requests. Assist managers in making sure that the daily checklists are complete. Communicate information to management and other various hotel departments. Ensure all reservation reports are printed and processed. Examine work for exactness, neatness, and conformance to policies.

Provide excellent service to internal and external associates, guests, and vendors. Become the second set of eyes for management. Comply with the company's drug-free and tobacco/nicotine-free policy All other duties as assigned Experience/Qualifications: 6 + months of reservation experience required. Strong verbal and written communication skills.

Excellent attention to detail skills. Strong customer service skills with the ability to remain patient, empathetic, and solution‑oriented. Ability to lift up to 25 lbs. consistently and 50 lbs. infrequently. Must be able to legally work in the USA.

Education

High school diploma or equivalent preferred. Discover Life at Rosen: Your career is here in our diverse and friendly workplace, where your individuality and ideas are valued. Our company, with more than 3,000 associates, thrives on teamwork and ingenuity. It is this team that makes Rosen Hotels & Resorts® in Orlando one of Florida’s most respected hospitality companies to work for.

Benefits

Affordable Health and Dental Insurance On-site Medical Center Competitive Compensation Holiday Pay Birthday Pay Paid Vacation and Personal Days Tuition Reimbursement and Higher Education Scholarships 401(k) Retirement Savings Plan Childcare Financial Assistance Hospitality and Dining Discounts Access to our Family Outreach Center Excellent Career Growth Opportunities And much more We are proud to be an equal-opportunity employer and a drug- and nicotine-free workforce.