The Call Center Reservations Agent (CCRA) is primarily responsible for taking reservations and communicating guest inquiries accurately in a friendly and courteous manner. The Call Center Reservations Agent demonstrates patience, empathy, adaptability, consistency, clear communication, and knowledge necessary to provide first-rate service to all guests. The CCRA must have exceptional time management skill, an admirable work ethic, upbeat attitude and the ability to use positive language. Most communication is handled over the phone although some processes are dealt with via written communication. The CCRA will be required to work nights, weekends and holidays.
Handle high volume calls in a timely and professional manner
Take reservation, confirmations by phone and email effectively following TOG’s Standard Operating Procedure
Provide accurate information on multiple restaurant brands and clearly communicate menu offerings, ambience, music.
Must be able to communicate options such as offering alternate time or referring sister restaurant to maximize revenue
Notes any special request on each reservation and code guests accordingly
Handles guest inquiries, requests and complaints courteously and efficiently within the company policy and communicate to management
Must be familiar with all marketing programs
Proactive in finding ways to raise the bar on service and anticipate guests’ needs
Able to direct calls to appropriate person/department
Responds professionally to various requests and inquiries by email and phone
Must maintain above 90% on in house call observation reports and shoppers reports
Process orders, forms, requests and reports
Promotes positive guest and employee relations
Duties include but not limited to, organizing office supplies, checking fax machine, and other duties as assigned including assisting other departments.