Reservations Agent

Reservations Agent

Requirements

• High school Diploma or equivalent required
• Minimum of two (2) years’ experience in a customer service role required
• Excellent telephone etiquette and verbal and written communication skills required
• Knowledge of Microsoft Office products such as Word, Excel, and Outlook required

Responsibilities

• Providing excellent customer service to all guests and taking reservations using proper hotel verbiage, ensuring to adhere to hotel standards
• Accurately inputting and organizing reservation information via rooming lists, internet, travel agency requests, sales department, and reception with appropriate follow up
• Accommodating in-house guest requests, ensuring a high level of guest satisfaction
• Maintaining accurate logs of special requests and ensuring that requests are blocked in PMS or front office system
• Answering and directing in-bound calls to the hotel and frequently using email and fax systems, coordinating and responding to mailed correspondence
• Understanding the selling strategy for the hotel by knowing the status of room inventory and following it
• Processing rooming lists accurately as well as all changes and cancellations for group reservations
• Preparing group guest lists prior to arrival
• Controlling and blocking rooms as well as pre-blocks for special groups
• Ensuring that all reservations transferred to PMS or front office system are accurate
• Aggressively selling hotel rooms to maximize transient room revenue using up-selling and yield management techniques per company policy
• Memorizing hotel facilities and giving clear directions to the hotel for inquiring guests

Preferred Qualifications

• Previous experience working in an upscale hotel preferred