Reservations Agent

SUMMARY

The Reservation Agent is to answer all telephone inquiries with regard to the room, spa rates and information for the hotel.  The agent is to answer all inquiries in a professional, courteous and efficient manner and attempt to secure a guaranteed reservation whenever possible.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1.  Answer all phone calls promptly and in a courteous manner.

2.  Be knowledgeable of current rates, marketing specials, resort operations and other information

     necessary to answer guest inquiries.

3.  Know the layout of the hotel including all room types, suites and meeting rooms.

4.  Have a complete working knowledge of the reservation functions in the hotel.

5.  Be aware at all times of the selling status of the hotel.

6.  Have a complete knowledge of our special rates and packages and know which benefits are included

     in each.

7.  Secure all required information from the guest when making a reservation.

8.  Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and

     communicate them clearly to each guest.

9.  Follow up on any guest requests to ensure satisfaction in a friendly and professional 4-Key service

     style.

10. Process all advance deposits on future reservations, and post each deposit to guest’s reservation. 

     Balance shift audit and run necessary reports daily.

11. Handle daily correspondence; respond to inquiries and make reservations as needed, maintain

     correspondence files, mail out brochures as requested.

12. Be aware of, and adhere to the rules and regulation of the hotel and the Reservations department.

13. Participate in departmental meetings assisting in development of daily operations and the overall

      reservation department and related areas.

14. Create and maintain positive relationships with all other departments and know how they relate to the

      reservations department.

15. Be knowledgeable of spa including basic service treatments, rates and any other information

     necessary to answer guest inquiries.

16. Assist with inputting weekend third party reservations such as internet and wholesale.

17. Perform daily office duties and any other projects assigned by managers.

EDUCATION, EXPERIENCE AND TRAINING

Appropriate education and or experience for the position. Previous experience recommended but not necessary. Basic knowledge of computer and office skills, type approximately 35 WPM. Flexibility in schedule, weekends and holidays required.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.