Outbound Reservations Agent

This position is responsible for revenue generation through reservation sales on outbound phone calls. This position is also responsible for securing reservations using our booking system, creating rapport with our guests, and providing an overall exceptional guest service experience over the phone.

Job Duties (Duties marked with an asterisk are essential functions of this job):

• Place outbound calls to existing and potential guests to the Hershey destination to secure new reservations, add-on to existing reservations, as well as provide guests with exclusive opportunities while maintaining a high level of accuracy and detail.*

• Place non-revenue generating calls to notify guests of closures, changes, or updates to ensure guest satisfaction.*

• Manage waitlists for resort properties, follow up on hot leads, and manage data for outbound calls.*

• Provide accurate information concerning the Hershey destination including rates, package plans, events, promotions, attractions, and availability.*

• Assist in developing call lists using reporting systems from Property Management System (PMS), SQL Reports Manager, and others, ensuring all possible leads are included.Build rapport with guests and offer recommendations based on the guests' needs in order to upsell and effectively close the sale for our lodging properties, Spa, and destination activities.*

• Think analytically to seek alternatives and resolve guest opportunities.

• Perform other duties as assigned.

Qualifications:

• 18 years of age or older.

• Must have high school diploma or equivalent

• Industry Experience - Sales/Marketing/Public Relations, Hospitality/Tourism

• A minimum of 1 year of customer service, hospitality, or sales experience is preferred

Knowledge, Skills, and Abilities:

• Skilled in the use of Google Suite and Microsoft Office applications, including Excel and Word.

• Proficient working with details on a daily basis for prolonged periods of time.

• Utilize exceptional sales skills including overcoming firm objections, building rapport, and identify guest needs to ensure high levels of customer service and high conversion rates.

• Ability to multitask, work under pressure, adapt to changing circumstances, policies, and information.

• Maintain close relationships with other departments within the company to ensure guest satisfaction and efficiency within our department.

• Be detail-oriented, a self-starter, an excellent communicator, and work independently and reliably.

• Candidates must satisfactorily complete a typing test with a result of at least 32 Words Per Minute during the interview process

Job Demands:

While performing the duties of this job, the employee is required to:

• Operational hours vary from 8 AM - 8:30 PM, seven days a week. 

• Must be available to work a minimum of 4 weekend days per month.

• Must be available to work at least one evening shift per week and some holidays.

• The work location may be a hybrid of in-office and at-home work. When working from home, please note:

• Work must be completed within the state of Pennsylvania.

• Employees must have a quiet place to conduct work, free from distractions and background noise.

• Hershey Entertainment & Resorts will provide the necessary computer, monitors, and equipment, however the agent is responsible for providing high speed/broadband internet.

• Finger Dexterity Constant (>67%)

• Hand/Eye Coordination Constant (>67%)

• Sitting Constant (>67%)

• Walking Occasional (<33%)

• This job requires the visual ability to perform detailed work at close distances (computer screens, accounting ledgers, using measurement devices).

• This job regularly requires verbal communication of detailed information to others either by phone or in person.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Hershey Entertainment and Resorts is an Equal Opportunity Employer