Call Center/Reservationist

Groot Hospitality employs team members who demonstrate a passion for hospitality and dedication to company values and customer service. We are a diverse organization that provides the opportunity to excel in a fast-paced multicultural environment. We are always looking for passionate people who embrace our belief of hospitality, company growth and customer experience. Our commitment to diversity, teamwork, and integrity are indicative of the service we provide to our guests. We offer career opportunities with work/life balances and rewarding career experience.

As a Reservationist, you help set the standards by which our venues are judged in your disposition and attitude towards the guest.

Good communication skills are a must. Your working relationship with the entire staff is vital to the operation of the call center. You must be able to anticipate guest needs and communicate those needs to your colleagues and manager. You will often be asked to take care of the problem yourself. A good Reservationist always needs to have a positive attitude and maintain that attitude in any situation.

Due to the nature of our business, this position requires us to work weekends and holidays.

The day-to-day responsibilities include but are not limited to:

• Receive and follow through on all reservation requests, changes, and cancellations received by phone, email, or 3rd party request. Be knowledgeable about the group’s venues.
• Identify guest reservation needs and determine the appropriate room type.
• Verify availability for the restaurant.
• Explain guarantee and cancellation policies to callers.
• Accommodate and document special requests.
• Follow sales techniques to maximize revenue.
• Input and access data in the reservation system
• Ensure the highest level of guest satisfaction by offering attentive service to every guest and associate.
• Anticipate potential issues and problems and engage proactively to avoid them.
• Resolve guest problems quickly, efficiently, and courteously.
• Listen carefully to understand all guest requests, respond appropriately, and provide accurate information.
• Remain up-to-date and familiar with procedures.
• Step in for other staff as needed.
• Attend staff meetings as needed.
• Other duties as assigned by supervisor or other management.