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Position Details

Company:
Lakewood Regional Support
Property:
Lakewood Regional Support
Location:
Florida-Orlando
Management Position:
No
Entry-level Position:
No
Industry:
Hotel/Resort
Position Categories:
Reservations

Sr Guest Service Agent

Position Summary
Job Specific
• 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 children’s camp

• Transmits messages via PC, two way radio, local and long range digital pager, and cellular telephone
• 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
• 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
Required Skills and Experience
Job Specifications
• Minimum of one year Jr GSA, 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
• Ability to work flexible schedule to include weekends and holidays
Bonus:
No
Work Permit:
Applicants who do not already have legal permission to work in the United States will not be considered.
Accommodation:
No
About Loews Hotels

Loews Hotels is a vibrant collection of one-of-a-kind hotels with distinct personalities. Each hotel and resort offers high-quality accommodations, impressive surroundings, personalized service, and thoughtful amenities for a luxurious guest experience. As a company we care about our guests, our community and our team members.

Headquartered in New York City, Loews Hotels manages properties in most major markets in the U.S. and Canada. Each property goes beyond Four Diamond standards to provide guests with a supremely comfortable, uniquely local travel experience at a great value. Loews Hotels boast prime locations in the cities of New York, Washington DC, Denver, Los Angeles, Nashville, Philadelphia, Annapolis, Montreal, and Quebec City, as well as world-renowned vacation destinations such as Miami's South Beach, Universal Orlando, New Orleans, Tucson, and California's Coronado Island. Loews has established some of the industry's most innovative and successful travel programs, including Loews Loves Kids for families and Loews Loves Pets for discerning animals on the road.

At Loews Hotels, our team members' commitment to our guests and dedication to our communities is cherished. We seek genuine individuals who are able to engage and delight our guests by providing Four Diamond AND MORE service. We invest in training and development opportunities for all team members, so they may grow and develop as individuals. We embrace diversity at our core and offer the opportunity for all team members to reach their potential as professionals. At Loews Hotels, we seek to create a dynamic culture that makes work interesting, challenging, fulfilling and fun.

As part of our commitment to our team members, Loews Hotels is proud to offer competitive compensation and benefit plans tailored to each marketplace. These include:

  • Pay that meets or exceeds area standards
  • Retirement (401-K) and incentive plans
  • Medical and dental coverage
  • Short and long-term disability
  • Life insurance
  • Holiday and vacation pay
  • Team member assistance plans
  • Career development programs
  • Tuition reimbursement programs

Loews Hotels is an Equal Opportunity Employer committed to a diverse work culture, M/F/D/V