Resort Call Center Coordinator- Starting at $22.00 per hour

JOB PURPOSE:  Responsible for oversight and efficient operation of the day-to-day operations and work activities of the Reservation team to ensure the highest degree of professionalism, guest service, and guest satisfaction. This role will also perform key analytic functions to support the Resort Sales & Front Office Supervisor, Resort General Manager.

KEY DUTIES AND RESPONSIBILITIES:      

• Assisting and overseeing front office areas including hotel front desk, camping office, camp gate, and overnight audit.
• Oversee Call Center Resort Reservationist and assist with Front Office staff, while ensuring open communication and logistics with all supervisors and managers across the department.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures and provide an optimal level of service and hospitality to all guests.

• Ensure staffing & training provides the support necessary to consistently execute the Service Mantra – Friendly, Clean, Fast, & Safe Service.

• Train new reservation team members in taking reservations, telephone etiquettes, reservation module on hotel software and processing emails, resolve issues/problems and coach reservation & front office team to ensure quality operation.

• Assists and prepare in groups pre-arrival process and preparing group rooming lists.
• Fully knowledgeable about hotel guest rooms, rates, promotions, amenities and program hotel facilities and services.
• Manage performance reporting, reservation confirmation and pre-arrival letters.
• Multitask between the call center, front desk, camp gate and camping office.
• Communicate clearly and effectively with team members and guests.
• Maintain an accurate daily guest log that documents all guest related issues that have been.
• Understand and know how SMS system works and functions to able to assist and troubleshoot for your staff and others including rates, packages, calendars, price plans, blocks, yield screens etc.
• Coordinate groups’ bookings to audit their needs for checking in, and processing special needs, including pre-packaged Guest amenities.
• Ensure acceptable service levels and all statistical reports are sought and maintained.
• Be familiar with and implement, when necessary, the emergency response procedures for the Resort.
• Perform other duties appropriate to the area of responsibility as deemed necessary by the Resort General Manager

QUALIFICATIONS AND REQUIREMENTS:

• High School diploma or equivalent
• Minimum of three years Hospitality or Supervisory experience preferred.

• Must possess strong leadership, communication, guest service and organizational skills.
• Must be able to be self-started and be able to multitask.
• Strong interpersonal , and Guest Relations skills

• Computer literacy with knowledge in Microsoft Office Products, and Springer Miller experience.
• Ability to motivate, develop, and direct staff as they work.

• Ability to work a flexible schedule, including nights, weekends, holidays working 40+ hours per week in season.
• Valid New York State Driver’s License

PHYSICAL DEMANDS:  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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to sit and/stand/or walk for extended periods of time throughout the day.
• Must be able to work outdoors in the park at various times throughout the year.
• Requires manual and bi-manual dexterity, fine and gross motor skills, eye/hand coordination, near vision, hearing, and speech.
• Requires occasional kneeling and bending.
• It requires occasional walking, reaching above shoulder, pushing, and pulling.
• Requires occasional lifts and carry up to 60 pounds.
• Requires occasional carries up to 100 pounds with the assistance of a two-wheel hand truck.
• Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level is moderate and too high.