Owner Service/Reservations Agent - Daily Management Inc

Job Description

Position Title: Owner Services/Reservations Agent March 2020

Job Code:

Department: Reservations/Owner Services

FLSA Status: Non-Exempt

Reports To: Owner Services/Reservations Manager

Position Summary:

This position reports to the Owner Services/Reservations Manager and is primarily responsible for providing excellent customer service to our Owners by addressing questions concerning contracts, owner rentals, exchange procedures, receiving payments for assessments and taxes, and reserving Owner weeks. This position also enters rental reservations from online travel agencies, and maintains Marketing reservations.

Specific Responsibilities:

Core duties and responsibilities include the following:

• Enters and confirms reservations from Exchange companies: RCI, Interval International, Platinum Interchange.
• Maintains accuracy of Marketing reservations entered via automated download, adding required information to assure proper handling.
• Accurately enters reservations received from online travel agencies such as Agoda, Expedia, Booking.com.
• Provides highest level of customer service by responding to questions regarding contracts, rentals, maintenance fees, and how to work with Exchange companies to obtain optimum benefits of their ownership.
• Accounting duties include receiving payments for maintenance fees and taxes, and collection calls.
• Assures Owner information in the property management system is accurate and up to date.
• Assists the front office in researching information as requested.
• Adheres to all work rules, procedures and policies established by the company, including, but not limited to, those contained in the Employee Handbook.
• Performs all other duties as assigned by management.

Managerial Responsibilities:

This position has no supervisory responsibilities.

Position Requirements (Skills/Abilities):

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to represent the resort professionally and interact positively with owners and guests.
• Previous customer service experience.
• Previous experience in reservations. Experience in a resort setting is a plus.
• Experience with internet software; and word processing software

Experience:

The requirements listed above are representative of the knowledge, skill, and /or ability required.

Education:

High School diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Flexible Scheduling:

Must be able to work Monday through Friday and Saturdays as required.

Physical Demands:

While performing the duties of this job, the employee is required to walk, stand, stoop, kneel, crouch. The employee Is required to use his/her hands and fingers to feel, and reach for objects of various sizes, shapes and weight.

The employee will occasionally be required to climb a step ladder or balance and, to talk, to hear and /or smell. The employee must regularly push, pull, lift and /or move 10-25 lbs. And occasionally push, pull, lift and /or move 50 or more pounds with assistance. Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to focus in various settings. Good customer service skills are a must.

Standards of Appearance:

This position is highly visible in all resort areas. Team member must present a professional appearance and must adhere to all Operating Procedures and Standards of Appearance set by Daily Management and the Resort.

Standards of Conduct:

The high ethical standards of Daily Management, Inc. must be upheld by all members of the management team. The policies relative to press relations, equal opportunity, discrimination, sexual harassment, vendor relations, alcohol consumption, etc., stated in the Team Member handbook and manuals are inviolable. We pride ourselves on providing a professional caring atmosphere for guests and fellow team members and will achieve this goal through responsible action as individuals and as a group.

Note:

This position description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to perform any other job-related duties assigned and needed in their role. This document does not create an employment contract, implied or otherwise, other than an "at will" employment agreement.

I hereby certify that I have reviewed and understand all elements of this position description and will fully comply as a team member of the Daily Management, Inc.