Reservations Agent

About the role

HEI Hotels & Resorts is proud to welcome the Embassy Suites Palm Beach Gardens PGA Boulevard to our growing portfolio of distinguished properties. Located within mere miles of beautiful beaches and championship golf courses, the Embassy Suites Palm Beach offers a getaway for travelers. At HEI, we understand that exceptional hotels are built by exceptional people. Our continued success is driven by our associates — the heart of every guest experience. Where people choose to work matters. In return for that choice, we are committed to providing competitive compensation and benefits, industry-leading tools and training, and a culture that empowers growth and excellence.

Responsibilities

• Answer the telephone and greet prospective guests in a friendly manner using clear, verbal English communication.
• Listen to callers to understand inquiries and requests.
• Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc.
• Promote HEI Hotels and Resorts and brand-specific marketing programs.
• Assign reservations based on guest preferences and availability.
• Read, retrieve, communicate, and verify information including confirmation number to caller.
• Input and retrieve data using a computer reservation system and utilizing codes for efficiency.
• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc.
• Know, understand, and communicate applicable deposit and guarantee policies as requested.
• Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Qualifications and Skills

• Can communicate well with guests.
• Able to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger to collect accurate information.
• Able to access, read and accurately input information using a moderately complex computer system.
• Able to establish and maintain effective working relationships with associates, customers and patrons.
• Able to sit for extended periods of time.
• Able to input 40 WPM on a computer keyboard with or without reasonable accommodation.
• Effective verbal and written communication skills.
• Able to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.

Company Information

HEI Hotels & Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.