Reservation/Gift Shop Agent

We have an immediate opening for a Reservation/Gift Shop Agent.

Must be able to work various shifts per week.

OB DESCRIPTION:

To answer telephone and email inquires in a friendly and courteous manner, employ sales techniques in order to secure and process reservations for guest accommodations in a timely manner consistent with Hilton's high standards of quality. To greet and serve guests in the gift shop.

ESSENTIAL FUNCTIONS:

* Answer the telephone / respond to emails and greet prospective guests in a friendly manner using clear, verbal English communication. Listen to callers to understand inquiries and requests. Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc. Promote Hilton marketing programs. Assign reservations based on guest preferences and availability. Requires sitting for long periods of time.

* Read, retrieve, communicate and verify information including confirmation number to caller. Input and retreive data with routine difficulty using a computer reservation system and utilizing codes for efficiency. Requires English writing skills in the event that the computer system is inaccessible and manual documentation of reservations is required.

* Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Memorize and communicate applicable deposit and guarantee policies as requested. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.

* Produce and sell parking tickets for day guests of the hotel. Process sales for the gift shop.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

* Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests using the message function of the moderately complex computer of incoming faxes.

* Use the photocopier to make copies of items as required.

* Filing registration cards in room number order.

* Initiate reports and retrieve printed forms from computer printer.

* Verify credit card authorizations for processing advance deposits.

* Other duties as assigned by the supervisor such as assisting PBX operators or performing certain responsibilities as a Guest Service Agent.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

* Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger to collect accurate information.

* Ability to listen effectively and to speak English clearly over the telephone.

* Ability to access, read and accurately input information using a moderately complex computer system.

* Ability to establish and maintain effective working relationships with employees, customers, and patrons.

* Ability to sit for extended periods of time.

* Ability to follow written and or verbal instructions in English.

* Ability to input 40 WPM on a computer keyboard.

* Ability to communicate effectively in English in writing.

QUALIFICATION STANDARDS

Education: Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

Experience: No prior experience required. Prior communications, reservations, hospitality and/or computer experience preferred.