Luxury Reservation Agent- Grand Hyatt Baha Mar (Remote)

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Luxury Reservation Agent- Grand Hyatt Baha Mar (Remote)

Description

The purpose of this role is to manage the luxury reservations and the day-to-day operations of the Experience Planning Process including but not limited to booking guest room reservation requests for the Grand Hyatt Baha Mar as well working with guests and travel agents prior to their visit. This position will be based in the USA and fully remote position.

Responsibilities:

• Must create a positive, energetic working environment by maintaining high morale and productivity

• Implement and manage all processes related to the effective handling of inbound guest calls and outbound calls.

• Assist in being part of a high performance, revenue generating team through consistent development, training, and coaching of Reservation Agents and Advisors.

• Ensure a positive pre-arrival experience for guests by accurately conveying resort and reservation information, qualifying guest needs, and ensuring precise entry of guest information into booking system.

• Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow-up.

• Ensures effective resolution of service issues with a proactive approach to guest and associate needs.

• Respond timely to requests for information and assistance from guests, agents, and other resort employees by using good judgment when independent decisions are required.

• Knowledgeable of commissions (Onyx)

• Maintain the Hyatt Prive and Consortia programs

• During off season, Luxury Reservation Agent will assist in leisure reservations duties.

Tasks:

• Assist guests by selling and booking future reservations

• Promptly follow with guest inquiry leads for second chance bookings

• Answer calls and emails in a professional manner

• Maintain potential and current guest/TA profiles information

• Assist guest/TA with questions regarding reservations, amenities, etc.

• Provide guest/TA with general knowledge of the property including restaurants, entertainment, special events, and general directions.

• Strong ability to multi-task and pay close attention to details

• Effectively manage daily correspondence and operational tasks to exceed customer expectations and expand customer base.

• Display effective computer literacy and be familiar with MS Office software (Outlook, Word, Excel)

• Assist in being part of a high performance, revenue generating team through consistent development, training and coaching of Reservations Agents and Advisors.

• Ensure a positive pre-arrival experience for guests by accurately conveying resort and reservation information, qualifying guest needs, and ensuring precise entry of guest information into booking system.

• Prioritize tasks and handle multiple duties simultaneously while remaining highly organized with attention to detail and consistent follow-up.

• Ensures effective resolution of service issues with a proactive approach to guest and associate needs.

• Respond timely to requests for information and assistance from guests, agents and other resort employees by using good judgment when independent decisions are required.

• Knowledgeable of commissions (Onyx)

• Maintain the Hyatt Prive and Consortia programs

• During off season, Luxury Reservations Agent will assist in leisure reservations duties.

TASKS:

• Assist guest by selling and booking future reservations

• Promptly follow with guest inquiry leads for second chance bookings

• Answer calls and emails in a professional manner

• Maintain potential and current guest/TA profiles information

• Assist guest/TA with questions regarding reservations, amenities, etc.

• Provide guest/TA with general knowledge of the property including restaurants, entertainment, special events and general directions

• Strong ability to multi-task and play close attention to details

• Effectively manage daily correspondences and operational tasks to exceed customer expectations and expand customer base.

• Display effective computer literacy and be familiar with MS Office software (Outlook, Word, Excel)

"All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status."

Qualifications
Qualifications:

• Flexible schedule to work 5 days a week, including Saturday and/or Sunday weekly

• Ability to travel (International Travel) up to twice a year- will need active passport that will not expire six months prior to traveling.

• Ability to adapt to new demands, reprioritize workload, and address urgent demands quickly

• Prioritize and delegate tasks to keep up with workflow

• Ability to communicate effectively and respectfully to all associates and all internal/external resources

• Eagerness and ability to learn new skills, technologies, and business processes quickly

• Ability to work well with others

• Ability to collaborate with cross-functional teams and across all levels of the organization

• Must be able to work inclusively, but also be able to work independently and without excessive supervision

• Exceptional time management, detail, and organizational skills

• Professional demeanor with exceptional verbal, written, and electronic communication skills

• A true desire to satisfy the needs of others in a fast-paced environment

• Ability to analyze processes to develop and implement standard operating procedures to improve efficiency

Experience:

• 5+ years Customer Service experience

• 1+ year(s) Hospitality Experience a plus

• High School Diploma or equivalent

• Bachelor's Degree a plus

• Intermediate Microsoft experience (Word, Excel, PowerPoint)

• Working experience with the following required:

o Opera

o Colleague Advantage

o Reserve