Reservations Agent

Responsibilities

• Maintain and improve the quality of the guest experience BEFORE they arrive and AFTER they have booked
• Answer phones and follow a routine script to gain and qualify the guests needs, ensuring proper information is received, special requests are noted and accurate information is established
• Follow set procedures on booking specific rate plans, packages and note guests special needs and/or requests to ensure their experience is flawless
• Maintain reservation arrivals and room inventory for availability
• Promote and sell special hotel programs, special rate packages, and upgrades when appropriate
• Answer the telephone in a professional manner and assist guests with any questions, sale of the outlets, and directions to the property etc.
• Maintain Reservations email for written requests/needs and bookings
• Enter and maintain group blocks, information and inventory
• Maintain an up to date working knowledge of all resort amenities as well as any special events
• Interact with resort staff in a professional manner, assisting other departments with necessary information on guests arrivals and requests/special needs
• Be knowledgeable of all emergency procedures and Resort policies
• Communicate all pertinent information to the Director of Revenue/Reservations, Front Desk Managers, Director of Rooms and Sales Department as necessary
• Champion programs that train and develop the team as it relates to policies and procedures
• Cultivate an atmosphere of continuous learning
• Foster and grow working relationships with other departments
• Maintain and improve the quality of information given to guests via the phone or email

Requirements

• High school graduate or equivalent required
• Excellent oral and communication skills required
• Excellent multi-tasking skills required
• Ability to handle stressful situations in a calm, professional manner
• Sales experience, hospitality preferred
• Able to work varying shifts depending on the requirements of the position
• Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities
• Prior Reservation Specialist or other Hospitality experience preferred, but not mandatory
• Applicants must be able to pass a drug test and background check