Job purpose of a YO Specialist is to handle all incoming calls with efficiency and professionalism, be able to make reservations, cancellations and provide information pertaining to rates, hotel facilities, services, events and special promotions.<\/p>\n
Major Duties & Responsibilities:
\n– The qualified individual is responsible for answering all incoming calls to the hotel and possess good typing skills, a
\npleasant attitude and excellent phone demeanor
\n– Handle all calls and provide guests with any requested information regarding hotel facilities, services and room
\nrates
\n– Monitor all guest requests and follow up with appropriate departments to ensure completion in a timely manner.
\n– Process all new Transient reservations, modifications and cancellations including FIT\/Wholesale and Third Party
\nreservations
\n– Monitor and clear all reservation in-boxes, customer service emails, and all incoming faxes
\n– Process\/Setup credit card authorization forms and 3rd Party billing requests
\n– Run Arrivals report daily and check for duplicate bookings, reservations with missing deposits, special requests,
\nunusual rates\/names as well as ensure suites booked are blocked appropriately
\n– Interact with Events Coordinator on group and\/or event blocks and rooming lists
\n– Support the Revenue Management, Sales and Finance team with any additional requests and assigned projects<\/p>\n
Skills\/Qualifications:
\n– Type 35 words per minute
\n– High School graduate or equivalent
\n– Must possess a professional, positive presentation and strong motivation to provide exceptional customer service
\n– Ability to thrive and succeed in a fast-paced, demanding work environment
\n– Ability to use office equipment in an efficient and effective manner
\n– Strong organizational skills
\n– Ability to read and comprehend instructions and multi-task
\n– Ability to work as a team player and accept assignments from various managers
\n– Solid computer skills including internet knowledge (such as basic searching and queries), IM, email, basic Microsoft
\nWord & Excel, some basic technical terminology
\n– Position requires flexibility in scheduling, must be able to work AM\/PM, weekends & holidays<\/p>\n
What are Yotel people like?
\n– Pro-active with a \u2018can do\u2019 positive attitude
\n– Likes to be busy, always looking for the next task or goal to achieve
\n– Great attention to detail in everything that they do
\n– Sociable and confident with each other and our guests
\n– Friendly, warm and welcoming always
\n– Professional in their outlook, taking pride in their appearance, performance and reputation
\n– Takes responsibility for their actions and those of the wider team
\n– Like to own problems and find solutions for the benefit of the guests and team alike<\/p>\n