Job Description
As a Remote Reservations Agent at Wild Dunes Resort, you will be a vital part of our guest services team, responsible for assisting guests in planning and booking their unforgettable resort experiences. Your friendly and professional demeanor, excellent communication skills, and attention to detail will help ensure that guests have a seamless and memorable stay. If you are passionate about hospitality, customer service, and creating exceptional guest experiences, we invite you to join our resort family. The Remote Reservations Agent will always conduct him/herself in a manner that supports the Core Values of Hyatt Hotels: Empathy, Experimentation, Inclusion, Integrity, Respect, Wellbeing Join the Wild Dunes team as a Remote Reservations Agent and be a part of our commitment to delivering exceptional guest experiences. If you have a passion for hospitality, a knack for assisting guests, and a dedication to making their stay unforgettable, we encourage you to apply. Essential job FUNCTIONS: Repr esent Wild Dunes Resort as a Remote Reservations Sales Associate by answering phone calls and offering information on accommodations, golf, tennis, and other recreational activities to meet guest needs, wants and expectations. Make guest reservations for all leisure and group accommodations. Follow up on all leads by making 8 Outbound calls per day. Ensure accuracy of reservation, recognize guests’ needs and requests, and properly communicate requests to appropriate departments. Promote an understanding of revenue optimization concepts, ideas, and practices implemented by the Director of Revenue & Director of Reservations to better maximize our Resort’s revenue capabilities. Utilize training of Springer-Miller System to successfully and independently complete reservations in a timely manner. Complete Navis University and utilize Navis Sales training techniques to provide the best call quality possible to ensure the maximization of revenue and guest service. Generates additional guest interest in all resort amenities and outlets to assist in achieving ancillary revenue goals and enhance guest vacation experience. Responsible for striving to achieve monthly ADR, conversion, and revenue goals. Maintains a strong familiarity of Wild Dunes Resort and the Charleston area. Remain up-to-date on all resort and amenity offerings, promotions and campaigns, and changes in policies and procedures. Responsible for tracking non-convertible transient calls and reservation denials. Performs assigned duties on the daily reservations task list. Must be able to effectively, patiently, and professionally handle all internal and external guest situations and resolve guest challenges to guest’s satisfaction. Up-sell whenever possible through positioning the product, utilizing sales techniques & training and gathering personal information to anticipate and cater to guests’ needs and help them make an informed decision. The colleague is held accountable for all duties of this job and other duties as assigned. %3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cb style=%22mso-bidi-font-weight:normal;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;text-transform:uppercase;%22%3E%3Cstrong%3E%3Cu%3EExperience %26amp; Education%3C/u%3E%3C/strong%3E%3C/span%3E%3C/b%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;text-transform:uppercase;%22%3E%3Cu%3E:%3C/u%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cul%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;%22%3EA Bachelor’s degree in hospitality/tourism management or a related field is preferred but not required.%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;%22%3EPrior customer service experience is preferred specifically in reservations or front desk.%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;%22%3EProficiency in using reservation software.%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;%22%3EPrior inbound calling experience preferred%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;%22%3EPrevious Hotel or Resort experience desired.%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;text-transform:uppercase;%22%3E%3Cstrong%3E%3Cu%3EJob REQUIRMENTS:%3C/u%3E%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cul%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust be a United States citizen or possess a valid work permit%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3ENavis preferred qualification.%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust have excellent phone etiquette%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust be able to read, write and speak English%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust have strong computer skills%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust have strong working knowledge of Microsoft Office programs%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust be able to work well under pressure%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust be able to accurately follow instructions, both verbally and written%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust be highly detailed orientated%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust be able to work in a fast-paced environment%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust have excellent listening skills%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust possesses excellent communication skills%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust be professional in appearance and demeanor%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust always ensure a teamwork environment%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EAbility to work a flexible schedule that may include evenings, weekends and holidays%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust have the ability to deal effectively and interact well with the guests and associates%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust have the ability to resolve problems/conflicts in a diplomatic and tactful manner%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-font-family:%26quot;Times New Roman%26quot;;mso-bidi-font-size:11.0pt;mso-hansi-theme-font:minor-latin;%22%3EMust have a passion for creating an exceptional experience for all guests%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.25in;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;%22%3EMust have quite place in your home to set up your own office environment.%3C/span%3E%3C/span%3E%3C/p%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cb style=%22mso-bidi-font-weight:normal;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;%22%3E%3Cstrong%3E%3Cu%3EWORKING CONDITIONS:%3C/u%3E%3C/strong%3E%3C/span%3E%3C/b%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-size:14px;%22%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;%22%3EWhile performing the duties of this job, the Colleague is regularly required to walk, stand, and sit. At least 70% of this position entails computer-based work in an indoor environment such as a call center.%3C/span%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-spacerun:yes;%22%3E%26nbsp; %3C/span%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;%22%3EThe Colleague frequently uses hands and arms to reach, carry, and lift items. This position also entails high volume periods during the resorts peak season meaning you need to be able to work irregular hours.%3C/span%3E%3Cspan style=%22mso-ascii-theme-font:minor-latin;mso-bidi-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-spacerun:yes;%22%3E%26nbsp;%3C/span%3E%3C/span%3E%3C/p%3E