Reservation Agent

Job Summary

As part of the Reservations team, the Reservations Agent is the first connection guests have when reaching out to Blue Hawaiian Helicopters.  This position will interact over the phone and email with guests from around the world taking reservations, resolving any booking issues, assisting with the flight schedule and group bookings for state-wide operations on all islands.  The Reservations Agent will handle general inquiries, direct external calls to designated departments or individuals to support operations. 

The classification of this position is broad and assigned specific functional areas; duties and assignments may overlap depending on the operational needs of the department.

Essential Functions and Responsibilities include the following:  

• Answer incoming and make outbound phone calls quickly and efficiently.  Screen and forward calls in a professional and courteous manner to internal departments or individuals as needed.
• Demonstrate a friendly and positive tone of voice. Speak with others using clear and professional language; answer telephones using appropriate etiquette
• Develop a comprehensive understanding of tour offerings, booking policies, rates structures and upgrade options
• Create and maintain reservations that are accurate and contain correct names, weights, payment and contact information
• Monitor multiple email inboxes, responding to inquires in a timely manner while continuing to answer calls in a queue
• Assist in maintaining efficient flight schedule, reviewing and action unconfirmed tours, consolidate tours and promote tour upgrades that achieves a profitable margin
• Must have a can-do attitude and be able to solve problems efficiently and effectively
• Review the next day’s reservations, resolve booking errors, and communicate changes to Reservations Management
• Attend scheduled team meetings and 1:1 development meetings
• Other duties as assigned

Additional Job Requirements

• Regular scheduled attendance
• Indicate the percentage of time spent traveling - 2%

Subject to applicable laws and Blue Hawaiian Helicopters policies, regular attendance is an essential function of the position.  All employees must follow Blue Hawaiian Helicopters employment practices and policies.

Supervisory Responsibilities

This position has no supervisory responsibilities.           

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  In accordance with applicable laws, Blue Hawaiian Helicopters will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.

Education & Experience

• High school diploma or general education degree (GED) and one to three years’ related experience and/or training; or equivalent combination of education and experience. 
• 1-2 years of experience in working in a customer service environment.
• 1-2 years of Sales experience.

Skills

• Comfortable working on computers and answering multiple phone lines.
• Excellent verbal and written communication skills.
• Ability to persuade and encourage favorable business outcomes. 
• Must be able to work a flexible schedule including weekends and holidays.
• Must be able to successful meet deadlines on a daily basis.
• Ability to multitask and work as part of a team.

Computer Skills

• Advanced with Microsoft Office Suite, including Word, Excel, and Outlook.
• Knowledge of the Alpro or FareHarbor Software is preferred.

Air Methods is an EEO/AA employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)