Reservations Agent
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Job Details
JOB OVERVIEW
Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.
ESSENTIAL JOB FUNCTIONS
· Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
· Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
· Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
· Maintain positive guest relations at all times.
· Resolve guest complaints, ensuring guest satisfaction.
· Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
· Maintain complete knowledge of:
o All hotel facilities/services, hours of operation.
o All guest room layouts, bed types, decor, appointments and locations.
o Room availability for any given day.
o Restricted dates, rates and room types.
o All room rates, packages and promotions.
o Specific arrangements between hotel and travel agencies, corporate reservations center.
o Entertainment/special events scheduled in the hotel.
· Access all functions of the computer system.
· Set up workstation with necessary supplies and resource materials.
· Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
· Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
· Ascertain callers' needs through open-ended questions.
· Describe room accommodations and all amenities.
· Obtain all designated information to book a reservation.
· Accommodate special requests and designate such in system.
· Access guest history records to best service guests; maintain accurate information in guest history files.
· Maximize rate for all reservations.
· Promote and sell holiday and other packages to callers requesting reservations on designated dates.
· Assist callers with dining room reservations and amenity orders.
· Verify availability. Suggest alternate dates for sold-out dates.
· Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
· Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
· Set up proper billing accounts (i.e., room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
· Verify all reservation information with caller to ensure accuracy.
· Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
· Document all information for manual reservations on designated form.
· Input all manual reservations into the system.
· Obtain approval from Front Desk management for same day reservations on near sell-out dates.
· Process confirmation letters.
· Designate and apply appropriate travel agency commissions.
· Initiate deposit refunds for non-group reservations.
· Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.
· Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales.
· Set up group room blocks in the system. Book group reservations against the room block.
· Input group rooming lists.
· Monitor group cut-off dates and review with Sales or group contact.
· Review group resumes and convey all pertinent information in the system to appropriate personnel.
· Monitor and maintain wait lists daily.
· Process requests for mailing brochures, correspondence and package information.
· Compile and maintain information for daily/weekly/monthly reports.
· Review status of assignments and any follow-up action with on-coming Agent.
Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.
ESSENTIAL JOB FUNCTIONS
· Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
· Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
· Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
· Maintain positive guest relations at all times.
· Resolve guest complaints, ensuring guest satisfaction.
· Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
· Maintain complete knowledge of:
o All hotel facilities/services, hours of operation.
o All guest room layouts, bed types, decor, appointments and locations.
o Room availability for any given day.
o Restricted dates, rates and room types.
o All room rates, packages and promotions.
o Specific arrangements between hotel and travel agencies, corporate reservations center.
o Entertainment/special events scheduled in the hotel.
· Access all functions of the computer system.
· Set up workstation with necessary supplies and resource materials.
· Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
· Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
· Ascertain callers' needs through open-ended questions.
· Describe room accommodations and all amenities.
· Obtain all designated information to book a reservation.
· Accommodate special requests and designate such in system.
· Access guest history records to best service guests; maintain accurate information in guest history files.
· Maximize rate for all reservations.
· Promote and sell holiday and other packages to callers requesting reservations on designated dates.
· Assist callers with dining room reservations and amenity orders.
· Verify availability. Suggest alternate dates for sold-out dates.
· Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
· Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
· Set up proper billing accounts (i.e., room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
· Verify all reservation information with caller to ensure accuracy.
· Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
· Document all information for manual reservations on designated form.
· Input all manual reservations into the system.
· Obtain approval from Front Desk management for same day reservations on near sell-out dates.
· Process confirmation letters.
· Designate and apply appropriate travel agency commissions.
· Initiate deposit refunds for non-group reservations.
· Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.
· Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales.
· Set up group room blocks in the system. Book group reservations against the room block.
· Input group rooming lists.
· Monitor group cut-off dates and review with Sales or group contact.
· Review group resumes and convey all pertinent information in the system to appropriate personnel.
· Monitor and maintain wait lists daily.
· Process requests for mailing brochures, correspondence and package information.
· Compile and maintain information for daily/weekly/monthly reports.
· Review status of assignments and any follow-up action with on-coming Agent.
reservations agent
Additional Details
No
Applicants who do not already have legal permission to work in the United States will not be considered.
No
No
No
Hotel/Resort
Reservations