Job Description

POSITION SUMMARY

The Reservations Agent is responsible for providing quick and efficient service to all guests with reservation requests and inquiries for the hotel. This position is responsible for sharing information with prospective guests to capture sales, and then coordinating the details of reservations.

PRIMARY RESPONSIBILITIES

On a daily basis, review rates, packages, and promotions to ensure familiarity. Be familiar with all aspects of the property, including room types, restaurants, pool, spa, and other outlets and facilities, as well as locations and hours of operations. Identify callers' needs through probing questions and active listening. Accommodate the needs of guests with disabilities. Sell rooms by emphasizing quality and features rather than price; take all opportunities to upsell. Make reservations in property management sytem or manually if necessary. Confirm reservation information to guest before ending call. Complete mail, email, pre-paid, and direct bill reservations. Offer and reserve special requests, such as room floor and location, connecting rooms, sharewiths, cribs, rollaways, etc. Use flags for future changes to guest accounts. Cancel reservations according to policy, ensuring guests are informed of any penalty. Provide recognition to others, including co-workers, supervisors, managers, and directors. Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities. Ensure a healthy and safe work environment for co-workers and guests. Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests. Promote property outlets to guests. Assist guests in finding locations within the property by escorting, when possible, or giving clear directions. Resolve guest complaints using property procedures. Create a positive environment in which all employees have the ability to maximize their potential. Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
Job Type: Full-time

Benefits:

Meal provided Opportunities for promotion Professional development
Work Location: In person