Job Description
The Reservations Agent - Seasonal is responsible for providing the highest level of support to internal and external customers. This person will be the first line of defense in helping less seasoned team members who have general questions or require a supervisor on duty to resolve complex guest issues. This position will handle the day-to-day questions and troubleshooting so Supervisors can focus on performance management and may be selected to act in the capacity of an interim supervisor during peak seasonal staffing when additional supervisor assistance is required. The Accommodations Coordinator II also provides ongoing overflow multi-channel support (inbound phone, live chat, e-mail and fax) during times of peak contact volume.
Job Responsibilities
Provides assistance to less seasoned team members who have general questions or require a supervisor on duty to resolve complex guest issues
Acts as a product expert on Aramark's properties, systems, policies and procedures
Assists Training with classroom facilitation during new hire training as needed.
Aids in communicating property, system, policy, and procedure updates to sales floor
Acts as a main POC for property field leaders to ensure the needs of all guests are satisfactorily met; applies sound judgment to provide effective solutions when handling situations of high importance.
Works collaboratively with Training, IT, Rates & Inventory, and Sales & Marketing to resolve issues.
Provide feedback and communicate needs that impact sales efficiency and the guest experience
Handles all off-phone activity including, but not limited to, Service Recovery, Cancel/Fax paperwork, booking errors, and property voice mails
Provides overflow multi-channel support (inbound phone, live chat, e-mail, and fax) during times of peak contact volume.
Assists with miscellaneous projects as requested by the leadership team.
At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for our employees and for our customers. In order to meet our commitments, job duties may change or new ones may be assigned without formal notice.
Qualifications
A minimum of two years of related experience required.
A high school diploma or GED equivalent is required.
Extensive experience using reservation systems.
Excellent problem solving, complaint resolution and negotiation skills
High level of attention to detail.
Able to respond to customer inquiries carefully and completely.
Must demonstrate self-motivation and initiative by taking ownership when resolving issues and completing assignments with minimal direction from others.
Can learn quickly and adapt to change in a fast-paced and driven culture.
Excellent verbal and written communication skills with the ability to interact in a patient, courteous, clear, and comprehensive manner.
Outstanding keyboarding/typing and computer skills.
Demonstrates outstanding habits of dependability and attendance.
Education
About Aramark
Our Mission
Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.
At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.
About Aramark
The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what youre pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.
We focus on enriching and nourishing the lives of millions all over the world, providing a wide range of services—food, facilities and uniforms—to a diverse group of clients in 19 countries. We serve world champion sports teams, Fortune 500 companies, state-of-the-art healthcare providers and the world’s leading educational institutions. And every day, we dream of ways to do it better through our commitment to innovation and our passion for excellent customer service.
Innovation inspired by you
The better we know the people we serve, the greater the experiences we can develop. Whether it’s food service, facilities or uniforms, our proprietary programs allow us to understand the wants and needs of our audiences.
Armed with that knowledge, our Service Stars spring into action, combining insights and ingenuity to deliver moments that make a difference. These innovations could be game-changing campus transformations. Or a simpler, quicker way for you to access condiments at the ballpark. In any case, our innovations help create experiences that make an impact.
Beyond great service
Another key part of what makes us different is something we call service excellence.
To us, service excellence isn’t just about providing great customer service. It also means using time-tested practices and proven processes to get it right every day, everywhere, in everything that we do. And it's also about striking the perfect balance between doing something well over and over again and being responsive enough to the changing needs of clients and customers. It’s being open to the continuing cycle of innovation. Excellent, but never satisfied. Process-driven, but never locked in place.
We never stop thinking of new, better ways to get it right when our people impact the lives of clients and consumers every day.
Our people make all the difference—we make sure of it
Our commitment to hiring, training and rewarding the right people ensures that our employees are more than just hard workers. They’re Service Stars, and that means they can be counted on to go above and beyond, every single day.
We understand that many times our people are literally the face of your business. That’s why all 270,000 Service Stars receive continual access to professional development and proprietary skills training.
The bottom line is this: when you work with Aramark, you can be confident you’ll be collaborating with the right people with the right skills and the right attitude. That’s true whether it’s for strategic expertise, operational excellence or just serving a morning coffee. That’s our commitment as trusted partners and Service Stars. That’s the Aramark way.