Reservation Agent

We are seeking a Full-Time Reservations Agent!

Set in the heart of Santa Monica, Shutters on the Beach and Hotel Casa Del Mar is an oceanfront luxury resort. Hotel Casa Del Mar has 129 casually elegant guest room and suites (including three magnificent two-story penthouses). Shutters on the Beach Hotel has 198 meticulously designed guest rooms and suites, all are the essence of a laid back Southern Californian style lifestyle.

POSITION SUMMARY: Answers telephone and email inquiries for hotel reservations and restaurant reservations in a friendly and courteous manner, employs sales techniques in order to secure and process reservations for guest accommodations in a timely manner consistent with the high standards of quality. Employee is also responsible for responding to and following up on emails sent to the reservations inbox for both hotels.

ESSENTIAL JOB FUNCTIONS:

• Answers the telephone and greets prospective guests in a friendly manner using clear, verbal English communication.
• Listens to callers to understand inquiries and requests.
• Promptly provides accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc.
• Promotes the Hotel marketing programs.
• Assigns reservations based on guest preferences and availability.
• Requires sitting for long periods of time.
• Reads, retrieves, communicates and verifies information including confirmation number to caller. Inputs and retrieves data with routine difficulty using a computer reservation system and utilizing codes for efficiency.
• Initiates reports and retrieves printed forms from computer printer from external distribution channels (i.e arrivals list, bookings, website bookings, emails etc.).
• Process and handle request in Reservations In-Box regularly.
• Answers questions regarding hotel facilities and services, local attractions, directions, etc. Memorizes and communicates applicable deposit and guarantee policies as requested.
• Handles complaints in a tactful manner and negotiates resolutions such as alternative accommodations when hotel is sold out.
• Process and handle no-shows, cancellation penalty, travel agent commission and other Reservations related functions.

POSITION QUALIFICATIONS:

• Ability to multi-task & maintain poise and a sense of humor amidst a fast paced and demanding environment.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Knowledge of overall hotel operations.Knowledge of computer programs, including, but not limited to, Property Management Systems, Microsoft Word, Excel, Microsoft Outlook, GDS and hotel's website booking engine.
• Ability to manage many tasks concurrently and prioritize with organizational skills.
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentage, and volume.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited information exists.