Part-Time Reservation Agent

About the role

The Part-Time Reservation Agent plays a crucial role in creating memorable experiences for both guests and associates at Shinola Detroit. Reporting to the Front Desk Manager, this position is part of Sage Hospitality Group, a company dedicated to excellence and positive impacts.

Responsibilities

• Responds to telephone inquiries regarding reservations and hotel information with accurate and timely information and service.
• Uses selling techniques to make reservations that support the property's selling strategies.
• Maximizes yield opportunities and meets revenue goals as established by leadership.
• Explains product, amenities, and service options to customers to facilitate room sales.
• Gathers necessary information from customers to confirm reservations.
• Negotiates rates and upsells rooms to increase occupancy and maximize revenues.
• Promotes the hotel and its services to attract customers and increase revenues.
• Operates reservations system by entering and accessing data to provide callers with accurate information.
• Completes daily checklist functions and provides accurate and up-to-date reports on daily and monthly room reservation information.
• Enters special room requests into the computer system and alerts front desk staff of special requests to ensure guest satisfaction.
• Maintains up-to-date knowledge of local and hotel functions and services to efficiently respond to telephone inquiries.
• Manages group and tour reservations as they are received from the sales department to optimize hotel facility usage and revenues.
• Manages resources including franchise systems, yield systems, and tracking systems.
• Answers all hotel calls acting as a hotel operator.

Requirements

• Flexible availability working between 7am to 11pm for AM, MID, and PM shifts on a rotation basis as needed.

Qualifications

• High school diploma or equivalent.
• No previous experience required.

Skills

• Basic customer service skills and PC operation.
• Extremely adept communicator with fluency in oral and written English.
• Able to detect and trace computer and manual errors when reviewing reservations data for report preparation.
• Able to use tact and understanding when dealing with demanding customers.
• Able to memorize facts and figures.
• Organized and patient when handling multiple calls at once.
• Friendly, enthusiastic, and helpful demeanor.

Benefits

• Medical, dental, and vision insurance.
• Eligible to participate in the Company’s 401(k) program with employer matching.
• Health savings and flexible spending accounts.
• Basic life and AD&D insurance.
• Employee Assistance Program.
• Great discounts on hotels, restaurants, and much more.
• Eligible to participate in the Employee Referral Bonus Program.