Lead Reservations Agent

About the job
Lead Reservations Agent will serve as a day-to-day role model to new and existing reservations agents. Said individual will demonstrate and execute departmental procedures by ensuring that the culture and guidelines of Prism Hotels are met. In addition to that, one must ensure that the team is meeting and/or exceeding budgeted goals for the department. Responsibilities of this position include but are not limited to:

Implementing and leading all processes related to the effective handling of inbound guest calls and outbound calls
Leading as example of a high performance, revenue-generating team through consistent development, and training of Reservations Agents
Ensuring 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
Prioritizing 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 employees by using good judgement when independent decisions are required

Applicants for this position ideally possess:

Minimum of 2 years of customer service experiences preferably in a call center, sales/customers service and/or hospitality environment is preferred, but not required.
Technology proficiency with thorough working knowledge of GDS, reservations software and booking systems is preferred, but not required.
Exceptional verbal and written communication skills with ability to skillfully articulate resort information to guests and new agents.
Previous experience in development and delivery of training information.
Exceptional time management, detail and organizational skills.
Professional demeanor with exceptional verbal, written and electronic communication skills.
Must be completely flexible and be able to work weekdays, weekends, mid shifts, nights and holidays.

Prism Hotels & Resorts is an Equal Employment Opportunity Employer

This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.