Reservation Agent

Role Summary:

The Reservations Agent responds in a professional and courteous manner to telephone inquiries and emails regarding reservations and hotel information by providing accurate and timely information and service. This individual inputs reservations from various distribution channels, group rooming lists, call in groups, FIT/Wholesale reservations and internal reservations. The Reservations Agent assists the Reservations Supervisor and Revenue Manager with various departmental projects.

ESSENTIAL DUTIES AND KEY RESPONSIBILITIES:

All duties and responsibilities are to be performed in accordance with the National Hotel quality of service standards, and policies and procedures. Associates will be required to learn other functions in an effort to attain cross training skill sets that will help grow the overall knowledge of the Guest experience expectations.

As someone who has a passion for people, and enjoys a fast-paced environment, a core duty for all Associates is effectively multi-tasking, a quintessential factor to the success of their role.

· Responds to telephone inquiries and reservation requests by explaining product and service options in order to sell rooms. Gathers needed information from customer in order to confirm reservation.

· Negotiates rates and up sell rooms based on rate strategy 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 hotel information. Duties will include manual and computerized skills.

· Provides accurate and up-to-date manual and computerized reports on daily and monthly room and reservations information in order to assist management with forecasting, tracking and staffing.

· Compiles sorts and stores reservation backup in order to maintain accurate and organized files for easy access and research. Enters all special room requests into computer or manual 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.

· Inputs internal VIP reservation requests from Executive Committee and Owner.

· Maintains a friendly, cheerful and courteous demeanour at all times.

· Performs other duties as assigned, requested, or deemed necessary by management.

· Manages resources including distribution channels and tracking systems.

· Assists with PBX duties, when necessary, by answering incoming calls, assisting with outgoing calls and providing assistance and information to telephone inquiries

· Assists with Front Desk Clerk duties, when necessary, by completing check-in and check-out procedures and providing information to guests at the front desk.

· Provides assistance to other employees and departments to contribute to the best overall performance of the department and hotel.

· Post advance deposits and keep accurate records.

Other Reservations Task which may be assigned:

• Maintain accurate files and reports as appropriate.
• Book and block rooms using hotel standards for Group Rooming Lists and Booking Agreements.
• Provide Rooms forecasts as required and appropriate.
• Monitor daily sales activity and alert Reservations Manager of sold-out nights, and group status.
• Be available for cross training to be able to assist at the front desk as needed.
• File reservations and group contracts if applicable.

MINIMUM REQUIREMENTS & QUALIFICATIONS:
Minimum Hiring Requirements:

• 2 years of experience with a background customer relation as a Reservations Agent or Front Desk Agent.
• Proficient knowledge of Opera and Micros systems is preferred.
• Expanded ability to work within the MS Office software programs such as Word, Excel, and Power Point is required.
• Ability to understand general mathematical equations in Excel spreadsheets.
• Experience in a medium to large hotel, resort or in a hospitality industry equivalent is required.
• Exposure to an international environment is preferred.
• Ability to present excellent public speaking skills to groups of 20 or more.
• Ability to conduct activities to enhance morale and/or associated training programs.
• Ability to interact with a wide variety of ethnic and cultural diversity.
• Bachelor’s degree from an accredited university or college in Human Resources, Business Administration, Psychology or related field or its international equivalent, preferred.

MANAGEMENT/LEADERSHIP:

• Information management and time management.
• Building teamwork.
• Planning/organizing skill, with project recap maintained daily.
• Problem solving & decision making.
• Leadership skills.
• Developing & Motivating others.
• Entrepreneurial orientation.
• Strategic thinking.
• Managing Performance (Clients and Employees).
• Conflict Management.

RELATIONSHIP BUILDING:

• Customer service orientation.
• Teamwork/Cooperation.
• Interpersonal skills.

COMMUNICATION:

• Effective Listening skills.
• Pleasant speaking voice.
• Skills in the development and delivery of presentations Via Power Point Transient sales.

TECHNICAL COMPETENCIES:

• Knowledge of current market trends.
• Skills of analyzing financial statements, forecasting and market data.

INDIVIDUAL CHARACTERISTICS:

• Self-motivated.
• Time and stress management.
• Role model behavior.
• Analytical thinking.
• Creativity and Integrity.
• Self-confidence.
• Good communication skills.
• Team player.

Safety Requirements:

All Associates are required to abide by all Safety rules and ensure they perform each task by practicing safe work habits. Any associate who incurs any type of injury is required to report immediately to their immediate supervisor or the Security Officer on duty.

Language Requirements:

• Ability to speak English clearly, distinctly and cordially with guests.
• Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms.
• Proficiency in effectively presenting information and responding to questions from guests, supervisors and co-workers.
• Ability to speak additional languages such as Spanish, French or German is preferred.

Physical Requirements:

• While performing the duties of this job, the associate is regularly required to sit for long periods of time, stand, walk; full dexterity in use hands to touch, handle, or feel; reach with hands and arms; talk or hear.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Work Location: In person

Salary : $17 - $18