Reservations Agent

Job Description

Job Description

Hilton Sandestin Beach prides itself on providing each guest with the very best service. To do this, we must attract and retain only the very best team members to join us on our very special and singular journey.

While our guests are the lifeblood of our business, our team members are the heart and soul that allows our hotel to thrive.

Working with Hilton Sandestin Beach means working with a group of leaders committed to your success and your future.

Position Purpose :

To answer telephone inquiries in a friendly and courteous manner, employ sales techniques in order to secure and process reservations for guest accommodations in a timely manner consistent with Hilton's high standards of quality.

Essential Functions :

• Greet guests via telephone and complete the booking process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, promoting marketing programs, and providing information regarding property and local area.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
• All other duties as assigned by your supervisor

Supportive Functions :

• Operate facsimile machines to send, and receive faxes. Notify guests using the message function in the guest’s reservation.
• Use the photocopier to make copies of items as required.
• Verify credit card authorizations for processing advance deposits.
• Other duties as assigned by supervisor such as assisting PBX operators, inputting Sales group lists or special reservations for Conference / Catering Department

Specific Job Knowledge, Skill and Ability :

• Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger to collect accurate information.
• Ability to listen effectively and to speak English clearly over the telephone.
• Ability to access, read, and accurately input information using a moderately complex computer system.
• Ability to establish and maintain effective working relationships with employees, customers, and patrons.
• Ability to sit for extended periods of time.
• Ability to follow written and or verbal instructions in English.
• Ability to communicate effectively in English in writing and orally.

Experience :

• No prior experience required. Prior communications, reservations, hospitality and / or computer
• experience preferred.

Other :

Due to the seasonal and business nature of the hospitality industry, employees may be required to work varying schedules and hours to reflect the staffing needs of the hotel.

We are an equal opportunity employer and prohibit discrimination / harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.