The Reservation Agent is to answer all telephone inquiries with regard to the room 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.
Answer all phone calls promptly and in a courteous manner.
Be knowledgeable of current rates, marketing specials, resort operations and other information necessary to answer guest inquiries.
Know the layout of the hotel including all room types, suites and meeting rooms.
Have a complete working knowledge of the reservation functions in the hotel.
Be aware at all times of the selling status of the hotel.
Have a complete knowledge of our special rates and packages and know which benefits are included in each.
Secure all required information from the guest when making a reservation.
Understand and follow reservation policy pertaining to guarantees, cancellations and no-shows and communicate them clearly to each guest.
Follow up on any guest requests to ensure satisfaction in a friendly and professional 4-Key service style.
Process all advance deposits on future reservations, and post each deposit to guest’s reservation.
Balance shift audit and run necessary reports daily.
Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence files, mail out brochures as requested.
Be aware of, and adhere to the rules and regulation of the hotel and the Reservations department.
Participate in departmental meetings assisting in development of daily operations and the overall reservation department and related areas.
Create and maintain positive relationships with all other departments and know how they relate to the reservations department.
Be knowledgeable of spa including basic service treatments, rates and any other information necessary to answer guest inquiries.
Assist with inputting weekend third party reservations such as internet and wholesale.
Perform daily office duties and any other projects assigned by managers.
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.
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.