Job Description

Guest Service Agent 3

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Floridas Top Workplaces and one of Americas Best-in-State Employers by Forbes, we are committed to our power of we culture.

Are you looking for a place where you can bring your authentic self to work every day andbe able to connect, engage and delight?

• We offer excellent benefits and perks including one free meal per shift and free theme park access.

• We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.

• We embrace diversity at our core and offer the opportunity for all team members to reach their potential.

• We invest in training and development opportunities for all team members.

• We promote social responsibility by being a good neighbor in the community.

• We care for you, just as we care for others.

About Lakewood Regional Support

Our regional support center provides resources to our hotels for multiple areas including Human Resources, Engineering, Purchasing, Accounting, Security, Group Reservations, Guest Contact Center, Information Technology, Laundry and Communications.

The Guest Service Agent 3 i nputs reservations while maintaining excellent call service levels. They handle travel agent commission inquiries and maintains Deposit Needed reservations and are responsible for building and maintaining a positive, supportive relationship with guests, clients and internal customers.

Job Specific Responsibilities

• Ensures ease of guest check-in by inputting wholesale, group and VIP reservations thoroughly and accurately by timeliness in confirmation response (24 hour turnaround-Wholesale/3 hour turnaround-VIP).
• Ensures appropriate billing information is placed on necessary reservations to ensure the ease of guest check-in and check-out
• Maintains a 90% call service level on all calls incoming through the switchboard
• Reserves complimentary certificate and team member reservations
• Assists group guests as they call for information or changes
• Maintains updated confirmation of reservations on designated e-commerce accounts
• Completes the sale and delivery of Loews Orlando gift certificates
• Completes reports as assigned
• Troubleshoots any reservation challenges that may arise until a resolution is found
• Maintains a prompt response on all Preferred Desk Voicemail, email and fax
• Maintains accurate and organized group, wholesale and VIP files
• Maintains accurate reference information for the reservations staff (ie: non-allotment wholesale availability calendar)
• Maintains a neat and organized reservations office
• Maintains reservations office supply pars
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Responsible for monitoring the Live Chat communication and reservation function for all LHUO properties
• Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
• Maintains call center database by entering information
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Maintains positive and strong relationships with wholesalers, groups, and any additional means of business contacts that are encountered
• Maintains an open line of communication with hotel reservations office, revenue management and CRO
• Process and file credit card authorizations
• Completes daily cancellation, deposit required, virtual suite, and OTA reports
• Maintains an average shop score of 80% or higher
• Maintains an average available phone time of 80% or higher
• Operates PC based console system with multiple telephone line capacity
• Answers phones in a polite professional manner according to Loews standards
• Utilizes Property Management system for guest look up, verification, messaging, etc.
• Receives, processes, and follows up on guest requests for banquets, engineering, housekeeping, laundry/valet, security, star service, or any other services and/or amenities
• Utilizes PC console and/or PMS to enter messages/guest requests, also relays messages to guests according to Star Service Standards
• Gives callers accurate and precise directions to several locations related to hotel property and surrounding area
• Maintains a shop score of 92% or higher
• Knowledgeable of hotel services, amenities, and special events. Maintains directory of current activities including but not limited to character dining, recreation, spa, and childrens camp
• Maintains as average monitoring score of 92% or above
• Maintains an average available phone time of 81% or higher
• Accepts and enters VIP wake up calls to Loews Standard. Performs personalized wake- up call functions, assists guests in entering character wake-up call requests
• Serves as communications hub during Emergency Procedures
• Maintains required logs, records and files to document department operations
• Other duties as assigned

General Responsibilities

• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards

Qualification Standards

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation:

Required :

• Minimum of one year Guest Service Agent 1, Front Office or Reservation experience
• High school Diploma or Equivalent
• Excellent communication skills both oral and written
• Knowledge of computer programs used in reservations, inventory control and Property Management Systems

Experience : Minimum of one year Guest Service Agent 1, Front Office or Reservation experience

Required

Preferred

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