Reservations Agent

About the role

As a reservation agent, you will be a vital part of our reservations department, responsible for handling reservations inquiries, assisting with booking accommodations, and providing valuable information to enhance our guests’ stay.

Responsibilities

• Providing excellent customer service to all guests and taking reservations using proper hotel verbiage, ensuring to adhere to hotel standards
• Accurately inputting and organizing reservation information via rooming lists, internet, travel agency requests, sales department, and reception with appropriate follow up
• Accommodating in-house guest requests, ensuring a high level of guest satisfaction
• Maintaining accurate logs of special requests and ensuring that requests are blocked in PMS or front office system
• Answering and directing in-bound calls to the hotel and frequently using email and fax systems, coordinating and responding to mailed correspondence
• Understanding the selling strategy for the hotel by knowing the status of room inventory and following it
• Processing rooming lists accurately as well as all changes and cancellations for group reservations
• Preparing group guest lists prior to arrival
• Controlling and blocking rooms as well as pre-blocks for special groups
• Ensuring that all reservations transferred to PMS or front office system are accurate
• Aggressively selling hotel rooms to maximize transient room revenue using up-selling and yield management techniques per company policy
• Memorizing hotel facilities and giving clear directions to the hotel for inquiring guests
• Coordinate required departmental training for reservations team to include newly hired agents
• Coordinate attendance of scheduled departmental meetings in the absence of the manager
• Act as the main resource for reservation agents in need of assistance
• Be the primary liaison for internal reservation communications from Sales, Executive Office, Group and Revenue Management Team

Requirements

• High school diploma or equivalent required
• Minimum of two (2) years’ experience in a customer service role required
• One-year experience working either at the front desk or in the reservations department for a luxury hotel
• Knowledge of hospitality sales, marketing, and other revenue management functions to include research, planning, market positioning, market segments, internal marketing, distribution channels, sales management, reservations, and yield management
• Excellent telephone etiquette and verbal and written communication skills required
• Good cognitive skills; the ability to solve problems and make rational decisions
• Knowledge of Microsoft Office products such as Word, Excel, and Outlook required
• Preferred working knowledge of Opera, Pegasus, Mitel, Sertifi, Cendyn, Onyx, and Open Table
• Must be dependable and available to work within the hotel on weekends, nights, and/or holidays based on business demands
• Must possess a good attitude, attention to detail, and ability to work well under pressure
• Demonstrative experience working in a highly professional, multi-tasking environment and possessing outstanding interpersonal skills
• Polished and professional demeanor in person, online, and via phone
• Must be a team player and treat colleagues with respect and the highest level of professionalism
• Physical requirements: prolonged periods of sitting at a desk and working on a computer; possible prolonged periods of standing; must be able to lift 15 pounds at times; job may require working in a fast-paced and sometimes high-pressure environment

Benefits

• Medical/Dental/Vision Insurance
• Company matched 401(k) plan
• Company matched Health Savings Plan
• Flexible Spending
• Paid Holidays
• Paid Time Off
• Paid Sick Leave
• Employee Assistance Program
• Free Parking
• Employee Recognition Programs
• Colleague meals
• Colleague Referral Incentive program