Reservations Sales Agent

POSITION TITLE: Reservations Sales Agent

DEPARTMENT: Reservations

REPORTS TO: Call Center Services Manager

POSITION PURPOSE

Take room reservations via the telephone, mailed correspondence, group bookings and in-house requests. Provide intermittent support for various operational departments including Accounting, Executive Office, Housekeeping, Food/Beverage, Front Office/PBX, Sales/Marketing and Guest Services. Enter the information into the Property Management System accurately, timely, and efficiently.

ESSENTIAL FUNCTIONS

AVERAGE %

OF TIME

50% Responsible for taking individual and group room reservations via telephone and perform accurate input of reservations information into PMS system. Ensure that calls are answered in a professional and courteous manner, adhering to company policies and procedures, while demonstrating proper selling techniques. Being able to answer all inquiries pertaining to individual hotels; including room types, rates, facilities, as well as surrounding areas. Must be very effective in the reservations sales process, personal interactions and recommendations, and always upselling at every opportunity.

25% Process or respond to all paperwork, such as email and fax reservations, in a timely and efficient fashion. Mail confirmation and literature requests or reply via facsimile and administrative message when requested. This includes wholesale, online bookings. Conducting audits to verify accuracy on reservations.

15% Stay abreast of current information as it pertains to all hotels including rates; rate changes, room availability, all promotions to include local attractions, directions, and hotel services. Attend necessary training sessions and being knowledgeable to train and share information with others as needed.

5% Handle variety of calls from in house guests relating to service requests, food/beverage orders, and/or concierge related functions.

5% Other duties as assigned such as reservation audits, data-entry, etc.

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with hotel rules and regulations for the safe and effective operation of the hotel’s facilities. Employees who violate hotel rules and regulations 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 manager based upon the particular requirements of the hotel:

· Block special request reservations and suites.

· Maintain a clean and well-organized workstation.

· File daily reservations and other correspondence.

· Answer questions concerning reservations for employees of other departments including but not limited to Sales, Convention Services and Executive Office.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

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, using some other combination of knowledge, skills and abilities.

Must have open availability, including evenings, weekends and holiday’s

• Ability to multitask and work well under pressure

· Must be able to speak, read, write and understand the primary language(s) used in the workplace.

· Must be able to read and write to facilitate the communication process.

· Requires good communication skills, both verbal and written.

· Must possess basic computational ability.

· Must possess basic computer skills.

· Ability to be persuasive with telephone sales skills.

· General knowledge of city and its attractions.

Physical Demands

· Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.

· Must be able to sit at a desk for up to eight hours per day. Walking and standing are occasionally required. Length of time of these tasks may vary from day to day and task

· Must be able to lift up to 15 pounds on a regular and continuing basis.

· Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

· Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.

· Vision occurs continuously with the most common visual functions being those of near vision and depth perception.

· Ability to spend extended lengths of time viewing a computer screen.

· Requires manual dexterity to use and operate all necessary equipment.

· Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

QUALIFICATION STANDARDS

Education

High school or equivalent education required.

Experience

One to two years in a hospitality or sales related position preferred.

Significant sales experience, preferably in hotel environment

Opera property management system experience preferred

Licenses or Certificates

Not Applicable.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per standards.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Job Type: Full-time

Pay: $15.87 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Denver, CO 80203: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: One location