Guest Service Coordinator - Call Center

Description

Who We Are

Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world. Our mission is “that the future may learn from the past” through preserving and restoring 18^th-century Williamsburg, Virginia’s colonial capital. We engage, inform, and inspire people to learn about this historic capital, the events that occurred here, and the diverse peoples who helped shape a new nation. Today, Colonial Williamsburg is the largest living history museum in the U.S. The Historic Area is the 301-acre restored colonial capital with 88 original buildings and 525 buildings reconstructed to how they appeared in the 18th century through extensive archaeological, architectural, and documentary research. The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life. The Foundation also owns and operates two world-class museums, the DeWitt Wallace Decorative Arts Museum, and the Abby Aldrich Rockefeller Folk Art Museum, The Bob and Marion Wilson Teacher Institute, and a renowned research library, the John D Rockefeller Jr Library. Additionally, Colonial Williamsburg is home to five world class accommodations at the Williamsburg Inn, Williamsburg Lodge Autograph Collection, the Griffin Hotel, the Williamsburg Woodlands Hotels and Suites and the unique Colonial Houses in the Historical Area. Visitors may also indulge in food and drink at our many on site restaurants and taverns that blend a historically inspired dining experience with today’s evolved tastes. Each year over 5 million people visit Williamsburg and another 20 million engage with us digitally.

About the Position

The Guest Service Coordinator’s primary responsibility is to oversee and lead all efforts related to driving activities / recreation sales / ancillary spend with a focus on engaging our guests with experience planning efforts. In addition to providing experience planning and administrative tasks, the Guest Service Coordinator will monitor inbound calls and assist with daily overflow coverage needs for both transient and group reservations.

Essential Functions:

1. Assist call center leadership team with all guest experience and sales strategy initiatives.
2. Trains and counsels employees on various policy/procedure when appropriate. Supervises Call Center Sales Agents as part of the Call Center leadership team.
3. Accountable to measuring and reporting on sales initiatives and recreational / upsell revenues such as dining, spa, golf, carriage rides, historic area programming, tickets. etc.
4. Assist Sales Agent team with outbound fulfilment efforts for resort packages and upselling activities with all outreach efforts.
5. Monitor online and third-party room reservations daily for comments, tickets, and room assignments.
6. Check online and hotel interface, apply billing to online third-party bookings.
7. Provides overflow phone coverage as needed due to unexpected staffing constraints, higher than anticipated phone volume, etc. to minimize call abandonment.
8. Promptly follow up with guests from the overnight message box.
9. Assists with group reservations and inbound group calls.
10. Manage daily correspondences to include Colonial Williamsburg Hospitality website email box, applying check deposits.
11. Performs other related duties as assigned.

Required and Preferred Education and Experience:

• Required: High school diploma or equivalent, and 2 years of Sales Agent or Hotel Sales experience
• Preferred: Proven knowledge of Colonial Williamsburg venues and systems (Microsoft Office, Hotel PMS, Dining Reservations, Ticketing Reservation Systems, Web based programing). Hotel systems knowledge and experience (i.e. MARSHA, EMPOWER, Opera, Passkey, Open Table, BOS)

Qualifications:

• Must demonstrate exceptional verbal and written communication skills and possess excellent telephone etiquette.
• Must possess a positive and upbeat attitude at all times.

• Ability to demonstrate a high level of hospitality and courtesy.

• Ability to answer a broad range of general questions about Colonial Williamsburg quickly and accurately.
• Ability successfully resolve issues and/or negotiate matters with tact, courtesy and patience.
• Ability to solve problems and make educated and sound business decisions.

• Ability to work independently and adapt to changing work priorities.
• Ability to work nights, weekends and holidays.
• Working knowledge of computer hardware and software applications
• Proficiency in Microsoft Office suite: Outlook, Word and Excel.
• Excellent organizational skills.