Reservation Agent - Full Time

Job Description

Job Description

POSITION PURPOSE :

Processes reservations in a timely manner following Trump National Doral and Spa standards. Answers reservations inquiries in a friendly and courteous manner, for package reservations, tee times and spa appointments.

EXAMPLES OF DUTIES :

ESSENTIAL FUNCTIONS :

Answers all reservations telephone calls and e-mails in a friendly manner, using clear English communication. When processing e-mails or listening to callers, ensures a clear understanding of their inquiries and requests.

Promptly provides accurate information regarding availability of accommodations and other requested information.

• Assists other departments such as Sales, Meetings and Conventions and Front Office with reservation related questions.
• Use proper selling techniques and maintaining the utmost in professionalism while personalizing each call.
• Determine caller's needs through active listening and using probing questions to satisfy and sell to those needs.
• Processes all group contracts from the Sales Department. Obtains data from various sources, including but not limited to faxes, electronic messages and handwritten lists.

Enters all group blocks into reservations computer system and verifies correctness of data entered against the data received.

Follows up with Sales Department regarding all questions that stem from the groups. Monitors group blocks after they have been entered into the computer system.

• Achieve or surpass all departmental standards in regards to shop scores, calls answered, call conversion.
• Maintains suite and VIP reservation request process and inventory controls for all suites and other room accommodations, as needed, to maximize revenue and meet guest needs.
• Regular attendance in conformance with the standards, which may be established by Trump National Doral and Spa from time to time, is essential to the successful performance of this position.

OTHER :

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.

Regular attendance in conformance with the standards, which may be established by Trump National Doral Miami from time to time, is essential to the successful performance of this position.

Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS :

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Assists office in any other administrative duties as needed.
• Prepares reports as required.
• Attends training and meeting as required.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY :

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to read, listen and communicate effectively in English.
• Ability to access read and accurately input information using a moderately complex computer system.
• Ability to effectively deal with both internal and external guests, some requiring high levels of patience, tact and diplomacy.

This involves listening to the nature of the concern, demonstrating empathy with the guest and providing positive and proactive solutions.

PHYSICAL REQUIREMENTS :

Frequency Key : Never 0 hours; Rare up to 1 hour; Occasional 1-3 hours; Frequent 3-6 Hours;

Constant 6-8 hours

Physical Activity Frequency

Sitting Constant

Standing Occasional

Walking Frequent

Climbing stairs Occasional

Crouching / Bending / Stooping Rare

Reaching Frequent

Grasping Frequent

Pushing / Pulling Rare

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Constant

Taste Never

Smell Never

Lifting / Carrying (# lbs) Occasional up to 20 lbs.

Travel Rare

Typing Constant

OTHER DUTIES :

Assimilate into Trump National Doral Miami Cultural Foundation through understanding, supporting and participating in all elements of the Trump Cornerstones.

Demonstrate working knowledge of the service standards.

SAFETY REQUIREMENTS :

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety.

The hotel will provide the required PPE. Associates will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

QUALIFICATION STANDARDS :

EDUCATION

High School graduate or equivalent required.

EXPERIENCE

1-2 years of Reservations, Front Office or Sales experience required.

LICENSES OR CERTIFICATES

None

GROOMING / UNIFORMS

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and / or required articles of clothing will be explained to you as a part of the orientation process.