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Summary: As a member of the Front Desk Department the Reservation Agent is responsible for our guests first impression of our Hotel and service. This role fields the majority of inquiries for room reservations. By evaluating the guests needs and expectations the reservation agent sells the features and benefits of the hotel and converts as many of these inquiries as possible into confirmed reservations.
Job Accountabilities/Responsibilities: (Abbreviated)
Demonstrate knowledge of hotel room categories, room rates, packages, promotions, hotel services, etc. and communicate to guests accordingly
Day to day correspondence via phone, email, fax with individuals, teams and groups regarding bookings, confirmations, editing/cancelling reservations, billing etc. Responsible for inputting information into the hotels Property Management System
Utilize up-selling techniques to maximize room occupancy and rates.
Respond in a timely manner to all guest inquiries, requests and concerns in an ensuring 100% guest satisfaction
Conduct on the job training to new associates as required
Other duties as assigned
Education, Experience, & Skills: (Abbreviated)
Degrees, certificates and training in the following areas are an asset:
Tourism and/or Hospitality
Customer Service
Conflict Resolution
Information Technology
Demonstrated basic understanding of current forms of technology and its application. (For example Mobile devices, Apps, search engines, etc.
Work Setting
- Hotel
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