Call Center Reservations Agent

Position Summary:

Call Center Reservations Agent plays a crucial role in driving sales revenue, enhancing customer satisfaction, and maintaining operational efficiency in the reservation and sales process. They serve as a primary point of contact for customers, requiring excellent communication skills, attention to detail, and a proactive approach to sales and customer service.

About Roberts Resorts & Communities:

This company operates nationally and is growing by the day. At Roberts Resorts & Communities, we're on a mission to build community and fulfilling dreams. Through our core values of resourcefulness, integrity, passion, and epic customer service, we're dedicated to making a difference in the lives of 30,000 people. If you're passionate about creating meaningful impact, thrive in a culture of integrity, and are committed to delivering exceptional service, we invite you to join us in turning visions into reality and shaping a brighter future together.

PERFORMANCE OBJECTIVES:

• Deliver exceptional service in every interaction to ensure guests feel valued and satisfied.
• Demonstrate empathy and understanding in all communications, addressing guest needs and preferences effectively.
• Achieve a high level of accuracy in booking details such as dates, rates, and specific RV requirements (hookup specifications, site preferences).
• Ensure all information is entered correctly into the reservation system to prevent future complications.
• Aim to answer calls within the first few rings and reduce wait times for customers.
• Manage time effectively to handle reservations, inquiries, and modifications promptly.
• Proactively inform guests about available upgrades, extended stays, and additional services (like guided tours or special event participation) that could enhance their experience.
• Achieve or exceed sales goals related to upselling services and amenities.
• Maintain up-to-date knowledge of the RV resort’s offerings, seasonal changes, and local attractions.
• Provide accurate and comprehensive information to assist guests in making informed decisions about their stay.
• Address and resolve guest concerns or complaints promptly, maintaining professionalism and poise.
• Escalate complex issues to management when necessary, ensuring that guests receive timely follow-ups.
• Conduct outbound calls or send emails to confirm bookings, provide pre-arrival information, and clarify any unclear details with guests.
• Engage guests post-visit to gather feedback and encourage repeat business.
• Work closely with other departments (housekeeping, maintenance, guest services) to ensure a seamless guest experience.
• Share relevant customer feedback that could lead to operational improvements.
• Comply with all organizational policies, privacy regulations, and safety standards in managing guest data and interactions.
• Stay informed about changes in company policies and procedures.
• Effectively utilize reservation and customer relationship management software.
• Ensure all transactional data is accurately captured in the system in real-time.
• Participate in training sessions and seek opportunities for skill enhancement.
• Remain receptive to coaching and feedback aimed at improving job performance.
• Meet defined performance metrics such as call handling time, guest satisfaction scores, booking accuracy, and upsell rates.

KEY COMPETENCIES:

1. Guest Experience Enhancement: Deliver an outstanding guest experience by providing friendly, welcoming, and informative interactions. Ensure that every caller feels valued and eager to stay at the resort.
2. Reservation Accuracy: Ensure all reservations are processed accurately, including dates, rates, and specific RV requirements (e.g., size accommodations, utilities like power and water hookups). Double-check details with customers to prevent errors and misunderstandings.
3. Efficiency in Booking Management: Efficiently manage booking requests, modifications, and cancellations. Maintain a high level of organization to ensure that availability and occupancy levels are accurately tracked and communicated.
4. Up-to-Date Knowledge: Maintain up-to-date knowledge of the resort’s facilities, services, promotions, and local attractions. Be able to confidently assist guests in planning their stay and answer questions related to the resort and surrounding areas.
5. Problem Solving: Address and resolve guest issues promptly and effectively. When necessary, escalate issues to management while keeping the guest informed of progress. Aim to resolve conflicts in a way that maintains or enhances guest satisfaction.
6. Response Timeliness: Respond to inquiries and booking requests promptly to minimize wait times and maximize guest satisfaction. Track response times and aim to meet or exceed the set standards.
7. Sales and Upselling: Identify opportunities to upsell guests on premium sites, extended stays, or additional services such as guided tours, rental equipment, and event participation that enhance their experience.
8. Customer Follow-Up: Engage in proactive follow-up with guests to confirm reservation details, provide pre-arrival information, and offer additional assistance or recommendations as their arrival date approaches.

EDUCATION & EXPERIENCE:

• Minimum Required: High school diploma or GED.
• At least one year of customer service experience, preferably in a call center, hospitality, or related field.
• At least on year of reservations experience.
• Experience working with computer and telecommunications systems.
• Experience in reservations and sales particularly within the hospitality or travel industry.
• Familiarity with RV parks, campgrounds, or the hospitality sector is a significant plus.
• Proficiency in using reservation management software or CRM systems.

PHYSICAL REQUIREMENTS:

• Constantly sit, talk, or hear; Frequently use hands. 
• Manual dexterity for handling paperwork and using office equipment. 
• Clear vision and hearing for reviewing documents and communicating effectively. 
• Capability to lift up to 10 pounds. 

BENEFITS:

• Medical, Dental, Vision
• Employer Paid Life Insurance
• Voluntary STD, LTD, Accidental, and Critical illness
• PTO and 11 Paid Holidays
• 401(k)
• Working in an inclusive community
• Complimentary stay at one of our resorts

COMMITMENT TO DIVERSITY:

Roberts Resorts & Communities stands firm in our commitment to Equal Employment Opportunity. We believe in a workplace free from discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic. Diversity is our strength. We foster an inclusive environment where authenticity is valued, and everyone feels a sense of belonging. We empower individuals to reach their full potential and contribute their best. Join us in creating a workplace where diversity is celebrated, voices are heard, and excellence thrives.

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