Description

Job Summary:The Reservations Agent is responsible for answering phones and emails, assisting customers in booking suitable reservations at one of our various properties. You accurately record customer information, including payment information, and advise customers on available upgrades or specials that may enhance their experience with us. You help customers by altering or cancelling reservations, as necessary.

Job Responsibilities: 

• Answer phones and assist customers in making, altering, or cancelling reservations. 
• Respond to emails with reservation information, confirmations, and additional details. 
• Answer questions regarding rooms, facilities, rates, and events 
• Accurately record customer information
• Maintain close relationships with the Director of Revenue, Sales Managers, Director of Front Office 
• Ensure the hotel meets revenue targets. 
• Ensure that billing and credit card agreements are managed and controlled. 
• Process deposits and deposit refunds 
• Manage all Sales inquiries and communicate all requests to the relevant departments concerned. 
• Enter group blocks tentative/definite, and group room lists.
• Check group blocks (ensure balancing, rooming lists, etc. are correct).
• Communicate availability to sell information to all departments. 
• Advise customers regarding ongoing promotions or available upgrades that may enhance their experience. 
• Reviewing and monitoring online reservations booked through outside sources to ensure accuracy. 
• Provide clear descriptions of hotel features and amenities.
• Maintain the standards of Forbes rated establishments.
• All other duties as assigned.

Qualifications

Education and Experience: 

• Sufficient education and literacy are necessary to identify and read product labels and to communicate with guests.
• Ability to read, write, speak, understand, and communicate in basic English preferred.
• Excellent phone etiquette and verbal communication skills 
• Strong computer proficiency and email communication skills 
• Previous experience in a related field preferred. 
• Previous hospitality experience preferred. 

Knowledge, Skills, & Abilities: 

• Detail oriented and thorough
• Ability to remain discreet and respect the privacy of guests. 
• Ability to perform consistent work to the highest of standards. 
• Ability to interact with guests in a pleasant friendly way. 
• Ability to operate computer systems quickly and efficiently. 
• Basic knowledge of reservation systems 
• Basic knowledge of data entry 
• Ability to describe and upsell location offers.
• Ability to communicate clearly and professionally. 
• Excellent verbal communication skills 
• Excellent written communication skills 
• Time management skills 
• Ability to work as a team efficiently and effectively.