Reservations Agent

Job Description

Job Description

Pay : $24.20 / hour - Full-Time

SUMMARY :

The Reservations Agent is expected to make, confirm, and cancel reservations in a pleasant, professional, and efficient manner so as to create a positive guest impression and increase Hotel occupancy.

They will monitor inventory, provide prompt & courteous handling of all requests for guest room reservations, and deploy sales strategies to maximize revenue, in order to ensure profitability of the Hotel.

The Reservations Agent will cross-train with the Guest Services department, to establish seamless communication and provide the highest quality of services.

The Reservations Agent is expected to provide front desk coverage and support whenever needed.

The Reservations Agent shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the Woodmark Hotel & Still Spa Culture as well as promoting our hotel values of Honesty, Enthusiasm, Integrity, Accountability and Passion for Service.

ESSENTIAL JOB FUNCTIONS :

• Answers incoming guest calls professionally
• Books reservations for guests, ensuring accuracy in each reservation
• Responsible for booking reservations at a targeted average rate, helping the property reach (ADR) targets.
• Obtains less than 2% call abandonment on a monthly basis
• Cancels or changes reservations as requested
• Capitalizes on Up-selling to maximize night stays and maximize rates, through : positioning the product, sales techniques, and personal information to help the guest make an informed decision
• Generates additional interest in all recreation / spa products, and promotes resort amenities / services as well as any special events
• Responsible for tracking calls that are turn away
• Maintain complete knowledge of :
• All hotel facilities / services, hours of operation
• All guest room layouts, bed types, décor, appointments, and locations
• Room availability for any given day, and suggest alternate dates for sold-out dates
• All room rates, packages, and promotions
• Specific arrangements between hotel and travel agencies / corporations
• Entertainment / special events scheduled at the Hotel
• Performs daily duties on the reservations report assignments
• Anticipates and caters to the guest’s needs through proper training and tactical sales methods
• Answer telephone calls within 3 rings, using correct salutations and telephone etiquette
• Ascertain callers’ needs through open-ended questions
• Obtain all designated information to book a reservation
• Accommodates special requests and designate such in system, maintain records for all VIP’s
• Access guest history record to best service guests; maintain accurate information in guest history files
• Explains guarantee and cancellation policies to callers; assigns confirmation / cancellation numbers and relay such to caller
• Complies with the Woodmark Hotel’s PCI Policy
• Designates and applies appropriate travel agency commissions
• Sets up group room blocks in the system, and book group reservations within the room block
• Inputs group rooming lists
• Monitors and maintains waitlists daily
• Maintains strong communication with Guest Services / Front Desk, as well as performing Guest Services / Front Desk responsibilities when needed, which include, but are not limited to :
• Registering guests into computer system, verifying registration, address and credit information
• Accepting payment for guests both at the time of registration and check out
• Provides general Hotel information for guests
• Follows proper check-in / check-out procedures
• Completes appropriate front office reports
• Provides bell services for guests; performs Concierge duties as necessary
• Up-sells other hotel services and amenities to guests
• Follows established Woodmark Lost and Found Procedures
• Communicates all pertinent information to the Front Office team
• Follows set procedures on posting, charges, cashing checks, safe deposits and refunds
• Remains alert, courteous and helpful to the guests and colleagues at all times
• Anticipates guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Resolves guest complaints, ensuring guest satisfaction
• Maintains constant awareness of safety issues and reports all safety incidents to on-duty supervisor
• Attends appropriate department, hotel and division meetings
• Maintains an up to date working knowledge of all hotel amenities as well as any special events
• Reports to work on time and according to posted schedule, maintains accurate time records
• Maintains a professional appearance. Follows all Woodmark Hotel dress code standards
• Performs other related duties as assigned

EXPERIENCE & EDUCATION :

• High school diploma or equivalent required
• Hospitality specialty degree or prior hospitality experience preferred
• At least one year customer service experience preferred
• Prior inbound calling experience preferred

JOB REQUIREMENTS :

• Must be a United States citizen or possess a valid work permit
• Must be at least 18 years of age
• Must have a natural ability to interact with others
• Must be able to work in a fast-paced environment
• Possess a valid driver’s license and have a clean driving record
• Must have excellent phone etiquette
• Must possesses excellent verbal and written communication skills
• Must be able to read, write and speak English
• Must have strong computer skills and working knowledge of Microsoft Office programs
• Must be detailed-orientated and able to work well under pressure in a fast-paced environment
• Must possess excellent listening and communication skills
• Must be able to accurately follow verbal and written instructions
• Must be professional in appearance and demeanor
• Must have a passion for creating an exceptional experience for all guests
• Must always ensure a teamwork environment
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must have the ability to deal effectively and interact well with guests and associates
• Must have the ability to resolve problems / conflicts in a diplomatic and tactful manner

WORKING CONDITIONS :

• Must be able to stand on feet throughout the shift, with intermittent periods of walking;
• Must be able to frequently lift and carry up to 25 lbs at shoulder height;
• Must be able to occasionally push / pull up to 75 lbs
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
• Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis;
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat);
• Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, snow, heat).

This job description in no way states or implies that these are the only duties to be performed by this team member. The team member will be required to follow other instructions and perform other work-related duties requested by their supervisor.

Woodmark Hotel is an Equal Opportunity Employer (EOE) and is committed to providing equal opportunities regardless of age, race, religion, color, national origin, citizenship, sex, veteran's status, disability, or any other legally protected status.