Reservation Agent

POSITION PURPOSE

The primary duty is to make, confirm, and cancel reservations for guests in a pleasant, professional, and efficient manner to create a positive impression and increase hotel occupancy and Revenue Per Available Room. Secondary responsibilities include check-in and check-out of guests, performing a combination of duties related to hotel services.

ESSENTIAL FUNCTIONS

• Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
• Keeps records of room availability, rates, etc.
• Makes, confirms, and cancels reservations, usually over telephone, fax, or other reservation systems.
• Performs duties of a general clerical nature within the hotel.
• Sets up group blocks and package codes.
• Controls inventory for regular inventory and marketing plans.
• Pulls daily pick-up reports for internal and corporate office.
• Communicates regularly with sales office regarding rooming lists and cut-off dates.
• Keeps accurate list on group arrivals with matching group codes and package codes.
• May be required to fill in at the Front Desk with the following duties:

SECONDARY DUTIES

• Greets, registers, and assigns rooms to guests.
• Issues room key and escort instructions to Bellhop.
• Date stamps, sorts, and racks incoming mail and messages.
• Transmits and receives telephone messages.
• Answers inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, and travel directions.
• Keeps records of room availability and guests' accounts.
• Computes bill, collects payment, and makes change for guests.
• Makes and confirms reservations.
• Posts charges such as room, food, liquor, or telephone, to ledger.
• Makes and arranges for restaurant, transportation, or entertainment reservations, and arranges for tours.
• Deposits guests' valuables in hotel safe or safe deposit box.
• Uses suggestive selling skills and company sales programs to maximize revenue and occupancy levels.
• Reports all necessary reporting procedures in documenting customer requests.
• Handles accounting of money, receipts, guest accounts, and credit through operation of the FD computer system and completion of reports required to ensure company funds are secure.
• Uses guests' name a minimum of three times during check-in and check-out.
• Insures that incoming calls to the switchboard are answered within six rings.
• Must be knowledgeable of all in-house services and able to assist customers when questioned.
• Bucket checks must be performed a minimum of one time per shift.
• When responding to the switchboard, the proper TAKE 1 script must be used at all times.
• Must respond to a guest request within 10 minutes of time request was made.
• Respond to customer immediately upon entering the lobby.
• Room directions along with hotel outlets along with hours of operation must be explained to all customers.
• Outgoing fax messages must be sent within two minutes from the time requested.
• Customers must be notified of an incoming fax with 30 minutes.
• When approached by a customer with a problem, associate will empower himself/herself with the responsibility of assisting the customer in solving this problem.
• Telephone messages must be communicated to customer within 1 minute of receiving the call.
• Courtesy calls must be placed to newly rented rooms to insure customer is completely satisfied.

PHYSICAL DEMANDS

• Regularly stand, use hands to finger, handle, or feel objects, tools, or controls, and talk or hear.
• Occasionally lift and/or move up to 50 pounds.
• Must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

QUALIFICATION STANDARDS

• Education: High school diploma or general education degree (GED); or equivalent combination of education and experience.
• Experience: One to three months related experience and/or training.