Reservation Agent (PM Shift)

Description

Job Overview: A Reservation Agent at the Central Reservations Office is responsible for ensuring guest satisfaction through booking guest requests to secure rooms within the property while being courteous and accurate to maximize hotel revenues.

Supervisory Responsibilities: None

Essential Duties and Functions/Responsibilities/Tasks:

• Works under the direction of the Reservations Manager.
• Maintain positivity and professionalism with guests, team members, and external partners.
• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Books guest reservations for individuals and/or groups that are requested either by phone or from within the hotel using the reservations system.
• Upsells rooms where possible according to established procedures to maximize hotel average room rate; utilizes yield management strategies to ensure a full house whenever possible.
• Processes cancellations, revisions and information updates on changes; processes guest reservation requests for other hotels within the hotel system.
• Ensures proper verbiage is used when answering the phones and selling hotel rooms.
• Provides accurate information about the city and the surrounding attractions when asked by guests; mails hotel-specific information sheets and brochures to guests as requested.
• Stays informed of current rates, rate changes, and all promotions. Completes daily logs to record the number of calls, bookings and cancellations.
• Collaborate with staff development and provide required feedback and assist to answer all incoming calls and manage all online inquiries.
• Process all incoming reservations received via rooming list, email, in house correspondence and any other source.
• Other duties as assigned consistent with the functions of this position as needed.

Environment:

• Indoor office setting with a desk, file cabinets, computers, telephones and with brightly lit fluorescent overhead lights.
• Great work environment with a wonderful view of the city.

Requirements

• High school graduate or equivalent.
• Pleasant speaking voice.
• Excellent written and verbal skills.
• Must be able to type accurately (30 words per minute).
• Experience in hospitality reservations sales or front desk is preferred.
• Strong communication skills and excellent customer service practices.
• Detailed and sales oriented.
• Ability to work in a fast-paced environment for 8 hours or more, including sitting, walking, and standing.
• Ability to work a flexible schedule, including long hours, nights, weekends, and holidays.

NM Safe Certified Hotelier, Inspiring Our Communities, & Celebrating Local Artisans.

Heritage Hotels & Resorts Inc. is an Equal Opportunity Employer.