Call Center Reservations Agent (Part Time)

The Encore Boston Harbor Call Center Reservations Agent is responsible for providing information and booking services for guests of the hotel, providing personalized services of the highest level including: room reservations, restaurant reservations, show tickets, transportation, shopping, and spa & salon services. Responsibilities include, but are not limited to; carrying out and maintaining processes, supporting the department and maximizing opportunities for departmental success; maintaining all Encore Standards; and ensuring excellent guest and team member experience.  JOB RESPONSIBILITIES:   Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied. Participate in the execution of short-and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement.  Identifies key drivers of success.Actively contributes to departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.Verifies that all applicable internal policies, federal and state laws, rules, regulations and property-wide controls are enforced within the department.Delivers and maintains a maximum level of service. Contributes to company-wide communication and best practices.Keeps informed of all new developments within the department.Balances multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.Responsible for answering and efficiently handling or directing incoming calls. Maximize potential revenue through selling services and amenities, including restaurant, room, and event reservations, with the highest level of integrity for our properties and the guest experience.Assists guests by providing information about property amenities and events and the Red Card loyalty program via all applicable phone queues and communication channels.Inputs, modifies and cancels reservations in the appropriate computer systems, using detailed data entry methods.Listens and documents information accurately while on calls.Authorizes credit card transactions, assists with billing questions, processes gift card orders, and performs occasional office administrative duties (faxing, coping, scanning, etc.)Works with safety as a priority, and follows department and company safety standards.Maintains relevant knowledge of industry through continuing education and training.Performs any other job-related duties as assigned.