Reservation Agent

Job Overview

Responds in a professional and courteous manner to telephone inquiries regarding reservations and hotel information by providing accurate and timely information and service.

Use selling techniques to make reservations that support the properties selling strategies. Maximizes yield opportunities and meets revenue goals, as established by leadership.

Responsibilities

• Responds to telephone inquiries and reservation requests by explaining product, amenities and service options in order to sell rooms.
• Gathers needed information from customer in order to confirm reservation.
• Negotiates rates and upsells rooms in order to increase occupancy and maximize revenues.
• Promotes the hotel and its services in order to capture customers and increase revenues.
• Operates reservations system by entering and accessing data in order to provide callers with accurate information.
• Duties will include manual and computerized skills and completion of daily checklist functions.
• Provides accurate and up-to-date manual and computerized reports on daily and monthly room reservation information in order to assist management with forecasting, tracking and staffing.
• Enters all special room requests into computer system and alerts front desk staff of special requests in order to ensure department follow-through and guest's satisfaction.
• Keeps up-to-date on all local and hotel functions and services in order to efficiently respond to telephone inquiries.
• Inputs group and tour reservations as they are received from the sales department in order to best utilize hotel facility and maximize revenues.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Manages resources including franchise systems, yield systems and tracking systems.
• Answering all hotel calls acting as a hotel operator.
• Required to have flexible availability working between 7am to 11pm for either AM, MID and PM shifts on a rotation basis as needed.

Qualifications

Education / Formal Training

High school diploma or equivalent.

Experience

No previous experience required.

Knowledge / Skills

• Must have basic customer service skills and PC operation.
• Must be extremely adept communicator and fluent in oral and written English.
• Must have ability to detect and trace computer and manual errors when reviewing reservations data for report preparation.
• Must be able to use tact and understanding when dealing with demanding customers.
• Must be able to memorize facts and figures.
• Must be organized and display patience when handling more than one call at a time.
• Must be friendly, enthusiastic and helpful.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have ability to read small details on computer screen, detailed computer printouts and written communications.
• Must be able to use computer key board and handle written material.
• Must have ability to communicate and to follow written or verbal instruction.

Benefits

Medical, dental, & vision insurance

Eligible to participate in the Company’s 401(k) program with employer matching

Health savings and flexible spending accounts

Basic Life and AD&D insurance

Employee Assistance Program

Great discounts on Hotels, Restaurants, and much more.

Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.