NOW HRING!! BI-LINGUAL GENERAL RESERVATIONS AGENT

POSITION SUMMARY: 

The General Reservations Agent is responsible for presenting a sales opportunity to every caller.  Responsibilities also include adding, changing or canceling reservations in a professional, efficient manner, which reflects the corporate standard of outstanding hospitality.

ESSENTIAL FUNCTIONS:

The individual occupying this position must be able to perform essential job functions set forth below with or without reasonable accommodation.

• Primary Duties & Responsibilities:

  This document in no way states or implies that these are the only duties to be performed by the individual occupying this position.  This is a representative list of the general duties, and it is not intended to be all-inclusive.

   

  • To promptly, professionally and courteously handle customer inquiries about reservations for Motel 6 and Studio 6 in an inbound call center environment
  • To conduct oneself in a professional manner and utilize proper phone etiquette in an effort to build customer relations and maintain a positive brand image
  • To positively offer, educate, persuade and sell customers on the benefits of booking their reservation with Motel 6
  • To consistently achieve all performance standards through following established techniques, policies and procedures and through application of coaching
  • To demonstrate a full understanding of the Motel 6 Brand during every sales opportunity and communicating accurately and concisely the services, amenities and policies of the company.
  • To accurately direct customers to the appropriate departments in an effort to handle specialized needs (Groups,Guest Relations)
  • To familiarize oneself with new procedures and department objectives
  • To provide the highest of service by using all available resources when providing customers information...such as directories, closest Motel 6, Studio 6 etc.
  • To effectively and efficiently utilize all equipment as instructed
  • To complete all other duties as needed or required
     
• Job Requirements:
  • Effectively communicate both verbally and in writing with guests, properties, and other Team Members
  • Ability to actively listen, interpret, adapt to and resolve customer inquiries
  • Ability to read and interpret documents and instructions from guests, hotels, and other Team Members
  • Maintain an acceptable level of performance with sales, call quality and other key business metrics
  • Work within an appropriate level of independence and remaining on task
  • Adaptable to change and willingness to lead by example
  • Adhere to all Corporate and Departmental policies as outlined in the Corporate Team Member Handbook
  • Consult, influence and sell customers
  • Develop a positive rapport with customers, co-workers and management
  • To identify and communicate all potential issues, problems and/or concerns to a management
  • Self-motivated, strong initiative and results oriented
  • Ability to handle the stress of a fast paced, high call volume work environment during peak seasons
  • Remaining dependable and reliable with actions even when facing adversity

     

• MINIMUM QUALIFICATIONS AND SKILLS:

• High school diploma or equivalent
• Excellent verbal and written communication skills
• Strong time management and organizational skills with solid math and problem solving capabilities
• Excellent customer service and interpersonal skills including listening and people skills
• Basic computer skills and comprehension
• Reasonable schedule flexibility
• Maintain attention and concentration for extended periods of time