Position: Reservations Agent
Department: Sales & Marketing
Job Summary
The Reservations Agent will handle all incoming calls with efficiency and professionalism, be able to make reservations, and cancellations, and answer questions on rates, hotel facilities, services, and special promotions.
Job Specifications
Qualifications
• Minimum 1-year experience in Reservations, Sales, or Front Office experience at a comparable quality property preferred
• Must speak English fluently. Bilingual Spanish, Portuguese, and French preferred
• Knowledge of Opera a plus
• General knowledge of hotel departments preferred
• Excellent communication skills - oral and written
• Excellent communication skills, including the ability to speak, read and write fluently in English. Being Bi-lingual is a plus.
• Excellent guest service skills; Strong Customer Service background.
• Ability to work a flexible schedule to include weekends and holidays

Job Duties
Job Specific
• Answer all phone calls routed to the reservation department and assist the caller using proper phone technique.
• Use proper selling techniques and maintain the utmost professionalism while personalizing each call.
• Process all reservation requests, including changes and cancellations, by phone, fax, or other channels.
• Determine caller's needs through active listening and using probing questions to satisfy and sell to those needs.
• Must maintain a basic knowledge of revenue management techniques and must realize their impact.
• Assist with monitoring room inventory when Revenue Manager is not present.
• Run arrival reports from all channels and ensures all reservations have been entered correctly.
• File and organize all paperwork.
• Work closely with Front Office and Sales Department.

General
Promotes and applies teamwork skills at all times.
Notifies appropriate individuals promptly and fully of problems and/or unusual matters of significance.
Is polite, friendly, and helpful to guests, management, and fellow Team Members
Executes emergency procedures in accordance with hotel standards.
Complies with required safety regulations and procedures.
Attends appropriate hotel meetings and training sessions.
Maintains cleanliness and excellent condition of equipment and work area.
Complies with hotel standards, policies, and rules.
Recycles whenever possible.
Remains current with hotel information and changes
Complies with hotel uniform and grooming standards

Within the first 30 days must be able to perform to standard all activities on the New Hire Training Checklist.