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Reservations Agent for Luxury Hotels

EMS CRM Omaha, NE
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Job Description

Reservations Agent for Luxury Hotels

Job Title Synonyms: Customer service, inbound representative, Hospitality

Company: EMS Inc.

Location: Omaha, NE

Salary: WE OFFER COMPETITIVE PAY!

 

 Description:

How would you like to take calls for a luxury hotel brand that is inspired by nature? One that believes in recycling, repurposing and reuse? One that is designed with beauty and reclaimed materials?  And that are located in some of the most well-known and visited places in the United States?

 

 

Additional Benefits:

Career advancement opportunities •Team work environment •$350 hiring bonus •Paid on-the-job training •Full time schedules •Medical, dental, vision, long-term disability, and company paid life insurance benefits 1st of the month following 45 days of hire •Casual dress attire •Individual work spaces •Complimentary breakfast on Fridays •Free parking •North-West Omaha Location

 

 

About the Role

As a Luxury Hotel Reservations Agent you will Process all reservation requests, changes, and cancellations received by phone. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns

Working at EMS allows you to gain experience and further your knowledge and skills. We have a variety of different clients that we take calls for that are rewarding and fun! We are a dynamic team that can offer more of a one on one approach to our employees. We are not the “big box” guys where you feel like a number. We want our agents to succeed!

 

Essential Skills:

  • Quickly develops a rapport with the guests
  • Handles incoming calls to secure the necessary information to determine guests’ needs during hotel stay
  • Maintain a basic knowledge of the hotels represented and the difference between them
  • Utilizes hotel fact screens and documents to answer guests and hotel questions
  • Educate guests on property amenities
  • Applies sales techniques to convert calls into reservations
  • Serve as a single point of resolution for the customer
  • Promote the client’s brand and vision with each customer interaction
  • Maximize hotel room rates and occupancy by using effective up-selling and suggestive selling methods
  • Comply with quality assurance expectations and standards
  • May be asked to act as the On-the-Job Trainer (OJT).  This may include, but is not limited to, double jacking, passing along necessary skills and information to assist others in their development and advancement.

 

Desirable Skills:

  • Comply with quality assurance expectations and standards
  • May be asked to act as the On-The-Job Trainer
  • This may include, but is not limited to, double jacking, passing along necessary skills and information to assist others in their development and advancement.
  • Must be familiar with phone Apps, Internet, Email and Microsoft Office
  • At least 6 months call center experience preferred, but not required
  • Previous Hospitality experience preferred
  • Variety of shifts available, must be available at least 1 weekend shift

 

Who are we? We are EMS and we are looking for High Quality Luxury Reservations Agents to join a fast-paced and energetic customer service team. EMS, Inc. is a leading Provider of Outsourced Customer Services. Our core values: We pride ourselves on respect, dignity, honesty, fairness, innovation and improvement. Attitude is everything. EMS, Inc. offers a team work environment, not a “typical” call center atmosphere.

 

Job Details

Date Posted June 8, 2018
Date Closes July 8, 2018
Address 12111 Emmet Street
Located In Omaha, NE
Job Type Full-time Employee
Compensation Hourly Wage
Experience Level Entry Level (0-2 yrs. experience)
Hours 40 hours per week
Start Date Immediately
SOC Category 43-4051.00 Customer Service Representatives
Zipcode 68164
Name Denelle Clauff

This job offers the following benefits

  • Accidental Death and Dismemberment
  • Dental
  • Dependent Life Insurance
  • Employee Assistance Program (EAP)
  • Life Insurance
  • Long-Term Disability
  • Medical
  • Prescription Drug Plan
  • Supplemental Insurance
  • Vision
  • Voluntary Life Insurance
  • Bereavement Pay
  • Casual Dress
  • Employee Referral Program
  • Free Parking
  • Paid Holidays
  • Unpaid Leaves of Absence
  • Wellness Program
  • Achievement Awards
  • Merit Increases
At a Glance
Enjoy these benefits
  • Accidental Death and Dismemberment
  • Dental
  • Dependent Life Insurance
  • Employee Assistance Program (EAP)
  • Life Insurance
  • And More ...
Location