POSITION FOCUS
Responds in a professional and courteous manner to telephone inquiries regarding reservations and hotel information by providing accurate and timely information and service. Use selling techniques to make reservations that support the properties selling strategies. Maximizes yield opportunities and meets revenue goals, as established by leadership.

SERVICE CULTURE FOCUS
To support Sage’s Vision of being recognized by our customers as the best in our business through ensuring a culture that “makes the ordinary extraordinary!” You should champion this culture in every touch point of our business from our associates, guests, owners and communities. The service and courtesy you extend and promote on a daily basis will ensure a healthy and productive culture of serving others with excellence.

ESSENTIAL RESPONSIBILITIES
? Responds to telephone inquiries and reservation requests by explaining product, amenities and service options in order to sell rooms.
? Gathers needed information from customer in order to confirm reservation.
? Negotiates rates and upsells rooms in order to increase occupancy and maximize revenues.
? Promotes the hotel and its services in order to capture customers and increase revenues.
? Operates reservations system by entering and accessing data in order to provide callers with accurate information.
? Duties will include manual and computerized skills and completion of daily checklist functions.
? Provides accurate and up-to-date manual and computerized reports on daily and monthly room reservation information in order to assist management with forecasting, tracking and staffing.
? Enters all special room requests into computer system and alerts front desk staff of special requests in order to ensure department follow-through and guest's satisfaction.
? Keeps up-to-date on all local and hotel functions and services in order to efficiently respond to telephone inquiries.
? Inputs group and tour reservations as they are received from the sales department in order to best utilize hotel facility and maximize revenues.
? Maintains a friendly, cheerful and courteous demeanor at all times.
? Manages resources including franchise systems, yield systems and tracking systems.
? Performs other duties as requested by leadership.

OTHER RESPONSIBILITIES
? Assists with PBX duties when necessary by answering incoming calls, assisting with outgoing calls and providing assistance and information to telephone inquiries (see PBX Operator job description).
? Assists with Front Desk Clerk duties when necessary by completing check-in and check-out procedures and providing information to guests at the front desk (see Front Desk Clerk job description).
? Provides assistance to other associates and departments to contribute to the best overall performance of the department and hotel.

SUPERVISORY DUTIES
None

This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the associated with the position. May perform other duties as assigned.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing and criminal background checks.

Competencies

Energy and Drive
Energetic and takes initiative, persistent in pursuing and completing tasks, strives to exceed expectations

Strategic Skills
Proficient in required job skills and knowledge. Intelligent in grasping and integrating new information. Active learner with strong curiosity. Natural instincts and insight for finding the best solution to unclear issues and problems. Considers multiples resources and methods for analyzing problems. Makes great decisions.

Personal and Interpersonal Skills
Welcoming and warm personality, engages easily, actively connects with others, genuinely caring and compassionate, visibly demonstrates desire to understand others, creates confidence and trust with others, socially aware of self and others, is known for communicating the right message at the right time, utilizes a variety of approaches and communication techniques tailored to each situation, facilitates consensus in groups, comfortable in conversing with individuals from a variety of backgrounds and at all organizational levels. Is direct yet tactful and considerate of audience, Positively accepts and provides feedback.

Operating Skills
Is effective in prioritizing work, consistently budgets time and processes to create maximum efficiency with minimum disruption or redundancy, is time sensitive, understands how work and processes fit in with other departmental or organizations priorities or objectives, is able to adjust work to accommodate expected and unexpected changes. Is able to gauge progress with respect to overall impact and results

Courage
Can think and act independently with confidence. Has personal fortitude and integrity when faced with challenges.

Knowledge/Skills
Must have basic customer service skills and PC operation. Must be extremely adept communicator and fluent in oral and written English. Must have ability to detect and trace computer and manual errors when reviewing reservations data for report preparation. Must be able to use tact and understanding when dealing with demanding customers. Must be able to memorize facts and figures. Must be organized and display patience when handling more than one call at a time. Must be friendly, enthusiastic and helpful.

Abilities
Must have vision to read small details on computer screen, detailed computer printouts and written communications. Must have manual dexterity to use computer key board and handle written material. Must have ability to communicate verbally and to follow written or verbal instruction.

Education/Formal Training
High school diploma or equivalent.

Experience
No previous experience required.

Material/Equipment Used
Telephone, calculator, PC.

Environment
Prolonged sitting throughout entire shift at computerized or manual work station in office environment