Department: Reservations - Travel Management and …
Department: ReservationsReports to: General Manager of ReservationsThe Customer Service Representative (CSR) is responsible for Client requests and reservation intake. CSR responds to clients needs via email or phone, ensures correct information is gathered and input into the software. The CSR is responsible for sourcing available facilities and negotiating rates and availability on behalf of the client. Once the reservation is completed, the CSR makes sure the client has confirmation, follows up on reservation daily, creates and maintains the sign in sheets for crews larger than five crew members. The CSR is responsible for all client and vendor communication and retention.Duties include:FacilitiesSourcing available facilities, vetting for quality, negotiating rates and availabilityOrientation with new hotels prior to check inSign in sheets submitted to hotels prior to check inCalling facilities for sign in sheets daily, attach to reservation in sw, verify information is correctCalling facilities to confirm check in’s – obtain names and room numbers – verified what is occupiedCalling on new facilities and working with the processors and procurement teams to gain marketable ratesUpdating and verifying information in HighRiseClient Reservations & Customer ServiceChecking crew information in software and updating notesMonitoring email and phones for new client requestsCalling clients weekly to gage future reservation needsFollowing up on crew changes and working with client to obtain new rosters and datesKeep client in the know of any changes that may occur and obtain approval from client before making changesAnswering phones, emails, texts, chats, and all customer service itemsMiscellaneousCustomer retention and client surveysAdministrative tasks and projects throughout the day ................
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