Office Specialist
DEPARTMENT: Reservations/Office
REPORTS TO: Administrative Manager
Hours: Part Time
ADOPTED/REVISED DATE: 8-1-2022 SALARY GRADE: DOE
POSITION PURPOSE/SUMMARY
The purpose of this position is to interact with our guests and ensure that they have a great booking experience. This person is responsible for responding to guest calls or inquires about 1st AOS tours, to provide information and reserve space for guests booking tours. The Office Specialist will contribute to the arrival experience by ensuring clear communication with guests, obtaining all necessary information and providing the guest a tour that meets their expectations. Specialists will be well versed in pricing, tour details and sales strategies to meet guest’s requests.
EXAMPLES OF DUTIES AND RESPONSIBILITIES
Answer incoming calls and assist with reservations, confirmations, tour information and questions
Answer incoming calls within 3 rings with appropriate greeting
Check and return all voice mails
Explain tour products and other information as requested
Sell, process and enter booking into reservations system (The Flybook)
Schedule drivers and fleet for each tour
Verify payment and send confirmations to guests
Assist guests with issues and focus on guest satisfaction (Use supervisor support when necessary)
Maintain accurate log book of communication between Office Specialist shifts
Create and distribute driver/guide daily pouches for each tour
Breakdown driver/guide pouches after each tour
Provide customer satisfaction duties such as calling guests after tour to get feedback
Provide daily updates for organizations social media accounts (Facebook & Instagram)
Check tour vans prior to tour departure for cleanliness, fuel levels and speaker systems readiness
Responsible for managing organization’s INFO email box
Respond to any direct email inquires
Respond via email to any and all website inquires
Manage and file all credit card sales and batch reports
Other duties as assigned.
WORKING CONDITIONS
Office work mainly, some outdoor duties apply
KNOWLEDGE, ABILITIES, SKILLS FOR SUCCESS
Superior customer service skills
Strong phone etiquette
Excellent written and oral communications skills required
Positive interpersonal skills required
Must be fluent in verbal and written English
Excellent computer and typing skills required. Excel and Word proficiency desired
Excellent listening and comprehension skills required
Team oriented desired
Must have excellent multitasking abilities
QUALIFICATIONS REQUIRED
High school diploma or equivalent
The statements contained herein reflect general details, as necessary to describe the principalfunctions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as needed, including working in other functional areas to cover absences or relief, to equalize work periods, or to otherwise balance the workload.
