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Group Reservations Agent

Company: Loews Hotels Business Services Center
Location: Murfreesboro
Posted on: November 22, 2021

Job Description:

Essential Functions & Responsibilities-- Communicates with guests through our Primary Engagement Channels - Text, Email, and Phone (as applicable):-- "Guests" will include but are not limited to prospective guests, in-stay guests, vendors, team members, third parties and travel agents.-- Self-Directing: evidences a capacity to manage multiple reservation channels and pivot efficiently between them. Response standards for specific communications channels include:-- Email responses within 24 hours of guest-initiated message receipt.-- Text and chat message responses (when applicable) within 2 minutes of guest-initiated message receipt.-- Processes and monitors group rooming lists and Brand email boxes.-- Sells the Loews Experience - which includes hotel, restaurant, spa, golf, area attractions and events - while incorporating the Loews Hotels Reservations Department standards (see attached).-- Actively engages with the guest by listening and focusing on their distinctive set of requests to anticipate their needs with an unmistakable sense of courtesy, generosity, and professionalism.-- Ensures every guest request or challenge is handled promptly with genuine care and escalated when necessary.-- Acts as central point of contact for communication from group travel to properties-- Maintains and clearly communicates appropriate, site-specific knowledge regarding all hotel and room features and amenities for requested properties as a part of the selling process.-- Assumes ownership of group-related tasks as received by ensuring that all information is complete, correct and current.-- Establishes and maintains thorough and professional communication with properties, ensuring that all guest requests are clearly noted and documented in the appropriate system.Requirements

  • Demonstrated ability to read and communicate effectively and professionally - both writing and speaking - in English and any other dialect or language identified in the Team Member Handbook
  • Active contributions to a collaborative and cooperative working environment.
  • The ability to maintain confidentiality.
  • A demonstrated willingness to maintain professionalism and composure while making sound business decisions in stressful situations.
  • Adaptability, evidenced in the self-directed ability to organize a workload and adapt quickly to change.
  • A demonstrated ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel.
  • Proficiency in windows-based computer programs to include e-mail (Outlook), internet and word processing applications (Word).
  • Strong computer skills and ability to learn new computer applications.
  • Availability and willingness to work varying schedules as required by business needs including nights, weekends and holidays.
  • Attendance and participation in all mandatory training sessions and meetings.Education:
    • High School Diploma or GED equivalent
    • Experience:
    • 1-2 years customer-facing work experience, preferably in hospitality or sales
    • Language Skills Preferred:
    • English, Spanish, Portuguese and FrenchJob Type: Full-timeBenefits:
      • 401(k)
      • 401(k) matching
      • Dental insurance
      • Employee assistance program
      • Employee discount
      • Flexible spending account
      • Health insurance
      • Life insurance
      • Paid time off
      • Parental leave
      • Retirement plan
      • Vision insuranceSchedule:
        • 8 hour shift
        • Day shift
        • Holidays
        • Monday to Friday
        • Overtime
        • Weekend availabilityCOVID-19 considerations:The position is remote - Team member must live in the Franklin, TN area to be considered for hire.Education:
          • High school or equivalent (Required)Experience:
            • Delphi: 2 years (Preferred)Shift availability:
              • Night Shift (Preferred)
              • Day Shift (Preferred)Work Location: One location

Keywords: Loews Hotels Business Services Center, Murfreesboro , Group Reservations Agent, Sales , Murfreesboro, Tennessee

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