Bass Pro Shops Lead Reservations Agent in Ridgedale, Missouri
Lead Reservations Agent
Location: Ridgedale, MO
Location Name: BCL
Wage: Depends on Experience
Position Summary: To lead and direct the daily work for associates that handle direct requests, as well as emailed requests, for reservation information in a prompt and accurate manner, by ensuring guest satisfaction and maximizing room and activities revenue.
Be knowledgeable about Reservations, Vacation Planning and Group booking responsibilities.
Monitoring associates to ensure productivity, quality and service standards are met at all times
Utilizing tools i.e. Navis, Springer/Miller, Bent Hook, crystal reports to manage team/projects/time
Create daily call reports with accuracy and timeliness
Create and manage reservations through third parties, maintaining the group block and sending out daily reports
Constantly monitor all property email accounts and distribute appropriately
Check the reservations for accuracy
Assist with nightly closing duties which can include reports, group block management and quality control
Resolve escalated guest issues
Train reservations and vacation planning associates
Take incoming calls for reservations and/or vacation planning
Education and Experience
High school diploma or GED
1-2 years hospitality or call center experience preferred
1-2 years of management experience preferred
Must be able to work holidays, weekends & nights
Other Skills and Abilities
The ability to work well with a team, multi-task, to prioritize, a sense of urgency and a real concern for guest satisfaction.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
Skills and Knowledge
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.). To perform this job successfully, an individual should have knowledge of 10 - key Accounting software, Excel Spreadsheet software and MS Word
Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
Law and Government - Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules that apply to job (e.g., OSHA, EPA, ADA, CFC, NFPA, ASI).
Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.
Originality - The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled