Loews Hotels Orlando , FL 32801
Posted 1 week ago
At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.
Named one of Central Florida's Top Workplaces and one of America's Best-in-State Employers by Forbes, we are committed to our "power of we" culture.
Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight?
We offer excellent benefits and perks including one free meal per shift and free theme park access.
We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.
We embrace diversity at our core and offer the opportunity for all team members to reach their potential.
We invest in training and development opportunities for all team members.
We promote social responsibility by being a good neighbor in the community.
We care for you, just as we care for others.
About Lakewood Regional Support
Our regional support center provides resources to our hotels for multiple areas including Human Resources, Engineering, Purchasing, Accounting, Security, Group Reservations, Guest Contact Center, Information Technology, Laundry and Communications.
The Guest Service Agent 3 inputs reservations while maintaining excellent call service levels. They handle travel agent commission inquiries and maintains "Deposit Needed" reservations and are responsible for building and maintaining a positive, supportive relationship with guests, clients and internal customers.
Job Specific Responsibilities
Ensures ease of guest check-in by inputting wholesale, group and VIP reservations thoroughly and accurately by timeliness in confirmation response (24 hour turnaround-Wholesale/3 hour turnaround-VIP).
Ensures appropriate billing information is placed on necessary reservations to ensure the ease of guest check-in and check-out
Maintains a 90% call service level on all calls incoming through the switchboard
Reserves complimentary certificate and team member reservations
Assists group guests as they call for information or changes
Maintains updated confirmation of reservations on designated e-commerce accounts
Completes the sale and delivery of Loews Orlando gift certificates
Completes reports as assigned
Troubleshoots any reservation challenges that may arise until a resolution is found
Maintains a prompt response on all Preferred Desk Voicemail, email and fax
Maintains accurate and organized group, wholesale and VIP files
Maintains accurate reference information for the reservations staff (ie: non-allotment wholesale availability calendar)
Maintains a neat and organized reservations office
Maintains reservations office supply pars
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Responsible for monitoring the Live Chat communication and reservation function for all LHUO properties
Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
Maintains call center database by entering information
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Maintains positive and strong relationships with wholesalers, groups, and any additional means of business contacts that are encountered
Maintains an open line of communication with hotel reservations office, revenue management and CRO
Process and file credit card authorizations
Completes daily cancellation, deposit required, virtual suite, and OTA reports
Maintains an average shop score of 80% or higher
Maintains an average available phone time of 80% or higher
Operates PC based console system with multiple telephone line capacity
Answers phones in a polite professional manner according to Loews standards
Utilizes Property Management system for guest look up, verification, messaging, etc.
Receives, processes, and follows up on guest requests for banquets, engineering, housekeeping, laundry/valet, security, star service, or any other services and/or amenities
Utilizes PC console and/or PMS to enter messages/guest requests, also relays messages to guests according to Star Service Standards
Gives callers accurate and precise directions to several locations related to hotel property and surrounding area
Maintains a shop score of 92% or higher
Knowledgeable of hotel services, amenities, and special events. Maintains directory of current activities including but not limited to character dining, recreation, spa, and children's camp
Maintains as average monitoring score of 92% or above
Maintains an average available phone time of 81% or higher
Accepts and enters VIP wake up calls to Loews Standard. Performs personalized wake- up call functions, assists guests in entering character wake-up call requests
Serves as communications hub during Emergency Procedures
Maintains required logs, records and files to document department operations
Other duties as assigned
General Responsibilities
Promotes and applies teamwork skills at all times
Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
Is polite, friendly, and helpful to guests, management and fellow employees
Executes emergency procedures in accordance with hotel standards
Complies with required safety regulations and procedures
Attends appropriate hotel meetings and training sessions
Maintains cleanliness and excellent condition of equipment and work area
Complies with hotel standards, policies and rules
Recycles whenever possible
Remains current with hotel information and changes
Complies with hotel uniform and grooming standards
Qualification Standards
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation:
Required:
Minimum of one year Guest Service Agent 1, Front Office or Reservation experience
High school Diploma or Equivalent
Excellent communication skills both oral and written
Knowledge of computer programs used in reservations, inventory control and Property Management Systems
Experience: Minimum of one year Guest Service Agent 1, Front Office or Reservation experience
Loews Hotels