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Reservations Agent
Property Name
The Essex Culinary Resort & Spa
Job Title
Reservations Agent
Work Permit
Applicants who do not already have legal permission to work in this country will not be considered.
Position Categories
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At BENCHMARK, a global hospitality company the definition of success is as individual as each of the over 10,000 employees worldwide who compose our award-winning teams. Each person brings unique skills, talents, experience, history, and culture to our company. Together, they form an extraordinary mosaic that supports BENCHMARK's very entrepreneurial culture. Each team member's desire for accomplishment is supported by our determination and passion to build successful and rewarding futures.

Job Description

Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information while maximizing conversion of reservation calls. Process all related responsibilities as outlined in the specific timeframe allotted.


Maintain Complete Knowledge of:

All resort facilities/services, hours of operations.

All guest room layouts, bed types, decor, appointments and locations.

Room availability for any given day.

Revenue management codes and offering of packages, rates and promotions.

Entertainment, special events scheduled in the resort and surrounding areas.

Knowledge of Web-site and its offering.

Computer and manual systems.

Maintain complete knowledge and comply with all hotel and departmental policies, procedures and guiding principles. Access all functions of computer system according to established procedures and standards. Set up work station with necessary supplies and resource materials; maintain cleanliness throughout shift. Answer telephone calls within 3 rings, using correct salutations and telephone etiquette. Accurately peg all calls according to guidelines provided. Answer email request within 24 hours of receipt, using correct written salutations and correspondence etiquette. Apply sales training techniques taught during initial training and additional training to all telephone calls. Process all reservation requests, changes and cancellations received by phone, fax, mail, internally and through central reservations system or travel agencies. Ascertain callers’ needs through open-ended questions. Create positive effective selling environment. Obtain all designated information to book a reservation. Provide reservation PMS system appropriate coding and typed dialogue for all guests’ information and requests. Enthusiastically describe room accommodations and all amenities. Access guest history records to best service guests; maintain accurate information in guest history files. Accommodate special requests and designate such in system. Sell the appropriate rated room to meet the guest’s needs. Promote and sell holiday and other packages to callers requesting reservations on designated dates. Verify availability before confirming any reservation.  Suggest alternate dates for sold-out dates. Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.  Obtain email, mailing address, phone number on all reservations. Set up proper billing as necessary. Verify all reservation information with caller to ensure accuracy.  Input correct information into proper fields to inform other departments of pertinent information (traces, add remarks, special service fields). Send prospect guest information. Input all manual reservations into the system within 1 hour of system availability. Research disputed unpaid travel agency commission. Review telephone coaching calls with Supervisor identifying “did well” and “do different” and accept positive reinforcement from coach and supervisor. Watch for safety hazards and report them immediately to your Department Supervisor. To perform this job successfully, the associate will possess the abilities to perform each duty proficiently.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other associates and guests. Ability to be organized, maintain concentration, think clearly and follow through on all assignments. Ability to ascertain guest’s needs and comply with in such a way to exceed guest’s expectations. Ability to promote a warm and welcoming rapport with all telephone callers. Ability to learn and apply specific sales training techniques. Ability to focus on attention to details. Ability to prioritize and handle multiple tasks. Ability to work in a team environment and interact well with others. Ability to work a flexible schedule. Develop ability through training to obtain set goals for sales conversion. Develop ability through training to obtain proficiency in all reservations duties. Aptitude for sales knowledge. Ability to be punctual. Ability to provide clear, pleasant and courteous phone conversation with proper use of grammar, tone and pronunciation. Ability to provide clear, pleasant and courteous written communication with proper use of grammar.

Nonessential Skills and Experience:

  • Provide receptions services in the absence of the receptionist
  • Perform other related duties as assigned by manager

Success Factors / Job Competencies:

  • Computer proficiency with Microsoft Office Suite products
  • Excellent interpersonal and communication skills
  • Time management - the ability to organize and manage multiple priorities
  • Customer satisfaction orientation
  • Strong team player

Qualifications Required:

High School Diploma or equivalent Customer service related experience Experience with computers/aptitude for computer knowledge.

Job Requirements

We are an Equal Opportunity Employer that considers applicants without regard to race, sex, religion, national origin, disability or protected veteran status.
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