Hotel Reservation Agent

Essential Duties And Responsibilities

• Provides the highest level of services experience to guests during all interactions, in active attempt to reach department and property defined goals and objectives.
• Takes reservations using proper Hotel verbiage while meeting Forbes Travel Guidelines.
• Answers phone with courteous and gracious manners and provides personalized service.
• Readily describes all of the room’s physical elements and offers the guest a choice of room type that satisfies their individual needs.
• Accommodate arriving and in-house guest requests, ensuring a high level of guest satisfaction at all times while aiming to exceed guest expectations.
• Inputs and organizes reservation information, internet, travel agency requests, and internal department communications with appropriate follow-up.
• Works closely with Casino VIP Services to accommodate players’ needs.
• Assists with Hotel Concierge services, guest itineraries and coordination of intradepartmental communications according to established protocols.
• Affords guests creative suggestions and recommendations tailored to guests’ unique needs.
• Presents information in a professional manner in both team member and business interactions and always secures confidential and sensitive departmental and guest data.
• Maintains accurate logs of special requests and ensures requests are blocked in PMS and Front Desk systems.
• Prepares group guest lists prior to arrival as needed.
• Controls and blocks rooms as well as pre-blocks for special groups.
• Ensures all reservations transferred to PMS or front office system are accurate.
• Maintains strong understanding of selling strategy for hotel and stays current on status of room inventory.
• Strategically and mindfully sells hotel rooms to maximize transient room revenue using up-selling and yield management techniques per enterprise policy.
• Upsells rooms, services and treatments according to established enterprise procedures to maximize all hotel outlet revenue.
• Knowledgeable in Hotel hours of operations and amenities offerings such as Restaurants, Spa, Pool, Casino Promotions, Event Center, and special events.

Qualifications

• High school Diploma or GED required.
• Minimum two (2) years’ experience in a customer service role required.
• Minimum one (1) year Hotel room sales experience preferred.

KSA

• Excellent telephone etiquette and verbal and written communication skills required.
• Must have schedule flexibility including evenings, weekends, holiday shifts, and overtime when needed.
• Ability to identify and prioritize issues.
• Excellent organizational skills.
• Strong interpersonal skills.
• Must possess a friendly and outgoing demeanor.
• Must have ability to multi-task.
• Bilingual in a foreign language preferred.

Physical Requirements/Working Conditions

• The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.
• Primary work environment is in a climate-controlled office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.