What are the responsibilities and job description for the Reservations/ PBX Agent position at Study Hotels?
The Study at University City is currently seeking a Reservations / PBX Agent to provide genuine hospitality and the highest quality of service to our guests. This position acts as a telephone attendant, which includes relaying incoming and interoffice calls, in addition to making reservations.
Our caring and attentive associates reinforce our principal belief that guest service is our highest priority. We have opportunities for energetic, service-oriented individuals who are experienced in providing efficient service and memorable experiences.
Responsibilities
- Analyze all guest and travel agent requirements through telephone and emails, recommend suitable options for all customers and assist to confirm all reservations.
- Ensure all incoming calls with courtesy and establish efficient resolution of all guest inquiries for various hotel services and operations.
- Assist to make all room reservations to maximize room revenue. Ensure all reservation detail updates within required operating procedures.
- Coordinate with sales department and manage all communication for group bookings.
- Manage all incoming calls for reservations department. Ensure response to all queries and always maintain professional relationship and atmosphere.
- Develop and maintain professional relationships with all associates. Inform manager of any issues and how to resolve them.
- Assist in booking and blocking all rooms according to required standards.
- Manage and monitor all special reservations, promotions, and group rates.
- Evaluate and manage all mails from guests. Ensure response and completion of all guest requests and provide updates on everyday basis.
- Ensure compliance to all security and safety standards and adhere to optimal utilization of all hotel’s software systems.
- Maintain knowledge on all room types, availability, and rates.
- Maintain room inventory of vacancies, reservations, and assignments.
- Attend to guests' needs and requests, including setting up and scheduling wake-up calls and outgoing taxis, making restaurant recommendations, resolving billing issues and complaints.
- Ensure total awareness of in-house VIP’s.
- Maintain a safe and clean work environment.
Fundamentals
- Ability to maintain a friendly, cheerful, and courteous demeanor at all times.
- Education: High school diploma or general education degree (GED).
- Experience: 1 year within a customer-facing role.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
- Intermediate computer skills. Working knowledge of Microsoft Outlook, Word, and Excel.
- Excellent verbal and written interpersonal communication skills.
- Proficiency in English required. A second language is desirable.
- Strong organizational skills, including follow-up, time management, and multitasking, and managing multiple priorities in a fast-paced environment.
- Ability to positively communicate and interact with all hotel departments.
- Ability to grasp, lift and or carry, or otherwise, move goods weighing a maximum of 50 lbs.
- EOE AA- Minorities/Females/Vet/Disability/Gender Identity/Sexual Orientation.
- Study Hotels is a drug free workplace. Pre-employment drug test and background check required.
About Us
The Study at University City, the second property of the Study Hotels brand, is located at the crossroads of the University of Pennsylvania and Drexel University in the heart of University City in Philadelphia, PA.
The 212-room hotel features areas of discovery and connection placed throughout for purposeful guest interaction, including three custom designed museum cases showcasing artifacts from nearby museums, custom writing desks complete with postcards to encouraging guests to connect with family and friends postage free, and a European-inspired café. Guest rooms and public spaces are designed around a bright, uplifting palette, reflective of contemporary residential living.
The Study at University City offers CO-OP Restaurant & Lounge, an energetic restaurant featuring great food and spirited hospitality positioned at the bustling corner of 33rd and Chestnut Streets.
Eligible full-time team members are offered a comprehensive benefits package including medical, dental, vision, life and disability insurances, paid time off, and paid holidays. Team members are eligible to participate in our 401(k) plan and Employee Assistance Program.
Study Hotels is an Equal Opportunity Employer and does not discriminate based on age, race, religion, disability, nationality, sex, sexual orientation, or any other category protected by federal, state, or local law.
