Reservations / Guest Services Agent

Reports to: Quest Global Management – Director of Marketing and Public Relations

Job Summary:

The Reservations / Guest Service Agents are responsible for imparting sensational customer service to all of our guests by providing a friendly and professional interaction demonstrating quality standards and solid product knowledge when assisting and confirming program reservations while observing Dolphin Quest Central Reservation’s policies and procedures.

Typical Responsibilities:

• Promptly and professionally answer incoming calls – responsible for central reservations and routing all other calls.
• Follow up on voice mail messages – generally reservation requests.
• Receive and respond to guest emails pertaining to reservations.
• Provide consistent and accurate program information including check-in and cancellation policies; content of programs; participant requirements; photo options; & reference to web site.
• Utilize tally sheets and recording systems to accurately record daily work volume.
• Complete post-encounter thank you calls.
• Ensure we “walk the talk” by acting environmentally responsible in recycling, conserving energy, using environmentally friendly products when feasible.
• Support community involvement.
• Other duties as assigned.

Job Qualifications:

• High School Diploma or General Education Degree
• Excellent phone etiquette.
• Excellent verbal and written communication skills
• Excellent organizational skills
• Previous customer service experience preferred
• Basic computer and internet skills or ability to learn (MS Office Suite/Reservation System)
• Ability to learn various Dolphin Quest programs and site information
• Ability to learn Dolphin Quest Central Reservation’s policies and procedures
• Ability to operate standard office equipment including; but not limited to computers, copiers and fax machine.
• Ability to work independently and in a team environment
• Ability to move moderate to heavy objects

Physical Demands and Working Conditions 

The physical demands and working conditions described here are representative of those that must be met by a Crew Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Crew Member is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. Specific vision abilities required by the job include close vision, computer work, and the ability to adjust focus. While performing the duties of this job, the Crew Member may work alone during evening hours. Noise level is moderate.