Leisure Support Agent

BASIC FUNCTION: The Leisure Support Agent manages all incoming reservation calls with efficiency and professionalism. This includes answering calls throughout the entire shift, entering reservations, cancellations and modifications as requested by callers and instructed by management. The Leisure Support Agent answers questions relating to rates, availability, resort facilities, location, local attractions, resort outlets, services and promotions. All duties are to be performed within the guidelines of company policies and procedures, Internal Control Standards and objectives.

QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE

To perform this job successfully, an individual must be able to perform each of the essential duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

 Must have High School Diploma or High School Equivalency Diploma (HSED).

 Must have ability to write professional routine correspondence and speak effectively to the public, employees and customers.

 Must work nights, weekends and holidays as required.

 Employment is contingent upon a favorable outcome of a background investigation, drug screening, and license application.

 Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.

 Must have a strong awareness and dedication to customer/client satisfaction.

 Must have the ability to work in a multi-tasked environment.

 Must have a pleasant speaking voice.

 Must be able to type accurately (30 words per minute).

ESSENTIAL FUNCTIONS:

1. Sells hotel rooms and resort facilities by phone based on the needs and desires of the caller.

2. Takes reservations and accurately enters into the computer system.

3. Answers inquiries of room rates, room descriptions, outlets and room locations, local area, resort facilities, special promotions, etc.

4. Interacts with Group Rooms/Experience Design teams on bookings.

5. Keeps up to date with knowledge of phone system.

6. Conducts all guests’ special requests in a professional manner.

7. Accomplishes individual goals established with or by management

8. Complete all necessary projects by the assigned times. Complete documents as directed and to specifications.

9. Performs other duties as reasonably requested by Management.