Reservations Agent - Full-time

Holiday Inn Los Angeles International Airport

Job overview

Reservation Agent promotes IHR rooms and services by taking inbound calls from guests interested in making a reservation.

Requirements

• Must be comfortable working with computers, have minimal typing skills, excellent phone manner and a basic knowledge of geography.
• Must possess effective communication and organization skills, and have the ability to provide excellent solid customer service.
• High school diploma or equivalent (GED); one to three months related experience and/or training; or equivalent combination of education and experience

What you will be doing

• Read reservation log and pass information on and communicate with previous shift. Review work schedule and posted memos
• Assist with the training and development of new front desk clerks on proper reservations procedures
• Answer all reservation related incoming calls within three rings or less, identifying self in a friendly and professional manner; assisting guests and travel agents with availability, rates, area information and special requests and provides information regarding amenities/services
• Works with Management to institute room rate strategies by opening and closing availability to maximize room revenue
• Communicate clearly with customers and colleagues
• Review hotel information and/or availability
• Input and accurately fill all reservations received from hotel/Franchise and/or call-ins into the system
• Use good judgment to decide occupancy levels
• Cross train and cover at Front Desk and PBX/Switchboard
• Bill no shows; assist with all no-show inquiries
• Assist in preparation of 10-day forecast and Group bookings/folios
• Post advance deposits to the correct accounts
• Coordinate group room blocks with Sales Managers
• Correspond in writing with guests
• Assist the Front Desk Supervisor(s)/Clerks with pre-registration of VIP’s, AXPLA, Rewards Members etc. guests
• Maintain files for all definite arrivals
• Check expected arrivals for three days out for any duplicate reservations
• Run confirmations and mail on a bi-weekly basis
• Call surrounding hotels daily for their three day out report
• Attend all mandatory meetings
• Report unsafe conditions immediately
• Build group and airline room blocks
• Monitor cutoff dates for all room blocks

Interstate Hotels & Resorts is an EEO/AA/Minorities/Females/Disabled/Veterans employer