| Job location: |
Nashville, TN United States |
| Requisition code: |
109660 |
| Date posted: |
07/20/10 |
| Job type: |
Full-Time |
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| Job Category: | Customer Service
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| Region: | Nashville
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| Job Description: |
Job Responsibilities:
Answer incoming calls from guests or potential guests to assist with reservations, confirmations, room needs and questions. Explain products, services, schedules and prices. Maintain knowledge of current products, packages, promotions and event tickets that are available to guests including prices, seating, schedules and availability. Sell, process and confirm hotel reservations and event tickets. Deliver prepared sales verbiage and use selling techniques to up-sell hotel rooms and services. Enter and track work orders utilizing the maintenance work order management system. Follow up with to ensure completion and satisfaction. Enter guest wake up calls as requested. Ensure all guest wake up calls are completed according to requested schedule. Enter reservations into the property management system. Enter event ticket orders into the ticketing system. Perform cashiering functions to accept payment for reservation deposits, products, services and tickets. Provide written responses to guest inquiries as required. Review and utilize call center metric reports for service use and improvement. Maintain knowledge of group events and convention location to assist guests. Perform other duties as assigned.
Answer incoming calls from guests or potential guests to assist with reservations, confirmations, room needs and questions. Explain products, services, schedules and prices. Maintain knowledge of current products, packages, promotions and event tickets that are available to guests including prices, seating, schedules and availability. Sell, process and confirm hotel reservations and event tickets. Deliver prepared sales verbiage and use selling techniques to up-sell hotel rooms and services. Enter and track work orders utilizing the maintenance work order management system. Follow up with to ensure completion and satisfaction. Enter guest wake up calls as requested. Ensure all guest wake up calls are completed according to requested schedule. Enter reservations into the property management system. Enter event ticket orders into the ticketing system. Perform cashiering functions to accept payment for reservation deposits, products, services and tickets. Provide written responses to guest inquiries as required. Review and utilize call center metric reports for service use and improvement. Maintain knowledge of group events and convention location to assist guests. Perform other duties as assigned. |
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| Education, training, experience: |
Education: High school diploma or equivalent required. Experience: Previous telemarketing or call center experience preferred. Experience with multi-phone and computerized reservations systems preferred. Strong communication and computer skills required. Must be fluent in verbal and written English. Gaylord Entertainment (NYSE:GET) is a leading hospitality and entertainment company based in Nashville, Tenn. which owns and operates industry-leading brands - Gaylord Hotels (www.gaylordhotels.com), a growing number of upscale, meetings-focused resorts, and the Grand Ole Opry (www.opry.com), the weekly showcase of country music's finest performers for over 80 consecutive years. The Company's entertainment brands and properties include the Ryman Auditorium, General Jackson Showboat, Gaylord Springs Golf Links, Wildhorse Saloon, Radisson Hotel Opryland and WSM-AM. For more information about the Company, visit www.gaylordentertainment.com. Gaylord Entertainments promotes a Drug-Free Workplace and is an Equal Opportunity Employer (EOE). |
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