What are the responsibilities and job description for the Reservations Agent Revenue position at Hilton Grand Vacations?
Books wholesale reservations and input Groups and Convention rooming lists for all properties, including guest list uploads
Answer phone calls in a cordial and professional manner. Assist guests with new reservations, modifications, and cancellations.Â
Handle OTA reservations, maintain responses in Extranet, and respond to OTA emails in a timely manner.Â
Works closely with accounting and coordinates charges & refunds respectively & research discrepancies for Business Management and Wholesale Manager
Books specialty reservations and extended stays for Local Negotiated and Corporate Negotiated guests
Assist Front Desk with reservations and inquiries
Assist Reservations Manager with Booking.com credit card declines for all future dates by attempt to charge credit cards in Voice, update extranet for each guest requesting new credit card, cancel non-deposited reservations.
- Collaborate with Business Management & Front Desk to research & troubleshoot and resolve accounting discrepancies & guest disputes
- Assist with Guest Assistance cases and respond in required time
- Assist Sales and Meetings and Conventions Managers with reservation requests and rooming lists.
- Maintains accurate records and documentation for all reservations.Â
- Assist Revenue Manager and Revenue Management team in identifying potential stop sell dates & high demand booking patterns.Â
- Assist in clearing waitlists at all properties.
- Perform other tasks and special projects as requested by Revenue Management team and Reservations Manager
- Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now
- Completes all required Company training/compliance courses as assigned
- Adheres to Company standards and maintains compliance with all policies and procedures
- Attend meetingsÂ
- Proficiency in reservation and data entry and operation of office equipment.
- Knowledge of internet systems
- Beginner to intermediate skill level in Excel, PowerPoint, and Word
- Ability to work a flexible schedule
- Ability to learn and perform essential job functions accurately, prioritize duties in a high-volume reservations department and work independently with minimal supervision after the initial training period
- Demonstrates excellence in service quality standards delivering outstanding hospitality to all team members and guests of the resort; meeting their needs and ensuring proper standards of conduct and efficiency are followed at all times.
- Excellent English language communication skills in order to communicate both verbally and in writing with guests, owners and team members.
- Must be willing to work under pressure and be able to adapt to changing environment.Â