Reservations Agent

JOB SUMMARY

The Reservationist position is responsible for providing exceptional service while making reservations for leisure, corporate, and group travelers. The Reservationist will work closely with all departments as a cohesive team to maximize revenue and Guest satisfaction and to develop future and repeat business opportunities.

ESSENTIAL JOB FUNCTIONS

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Answering reservation calls for the hotel.
• Entering reservation information into the hotels property management system, the restaurants reservation system, and/or the spas management system.
• Checking department e-mail and responding accordingly.
• Communicating guest preferences and any pertinent information to the effected department quickly and clearly.
• Reviewing and monitoring online reservations booked to ensure accuracy.
• Providing clear description of hotel features and amenities.
• Maintaining brand quality standards for phone verbiage and etiquette.
• Monitor and analyze Rooms Inventory maximizing occupancy and increase average rate. This may include monitoring and inputting Airline Crew and Group Blocks, room assignments, determining cut off dates, Rate Restrictions and out of order rooms. Coordinate with all Front Office shifts to ensure guest satisfaction and efficiency.

• Process and handle group rooming lists, reservations, and employee reservation requests by inputting data into the reservations system and credit approval for guests. Ensure accuracy, efficiency in processing information timely and accurately.
• Total responsibility of room placement accuracy for guests and VIPs coordination according to guidelines set by Front office Manager, General Manager and Contracts.
• Communicate with sales and front office departments to coordinate and monitor guest room blocks and special reservation needs.
• As necessary on shift, perform all guest service agent functions including but not limited to checking in/out of hotel guests, resolving complaints and reporting adjustments upon occurrence, answer questions regarding hotel facilities, PBX duties, etc.
• Must be able to consistently report to work on time as scheduled and be prepared to work as scheduled. Flexible and weekends are a must.
• Assist office in any other administrative duties as needed such as filing and sending faxes.
• Maintain an open line of communication between guests, employees, and management.

KNOWLEDGE, SKILLS & ABILITIES

The Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable

• High School diploma or equivalent required.
• At least 2 to 3 years of progressive experience in a hotel or a related field required.
• Preferable prior reservations experience and Hotel experience.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to multitask.

PHYSICAL DEMANDS

• Flexible and long hours sometimes required.
• Light work -Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to sit or stand during entire shift.