Reservations Sales Agent: Full-Time

SUMMARY

Reservation Agent is to provide a courteous, knowledgeable first contact for all incoming reservation calls. The person in this role is responsible for selling a full guest experience by answering questions on rates, hotel facilities, services and special promotions and takes the call beyond simply taking a reservation request. Additional responsibilities are to process all reservations, changes and cancellations received by GDS, on-line, fax or email, Will work closely with Group Sales and Catering Department.

ESSENTIAL FUNCTIONS

• Agent must correctly utilize proscribed sales technique/strategy in order to maintain high conversion rate and maximize room revenue.
• Answer incoming calls with a clear, pleasant and confidant voice
• Agent is responsible for making room reservations (call-in, manual and group) and accurately input into SMS System
• Actively upsell on every call thus increasing room revenue
• Accommodate guest’s special requests/needs, make notes in the reservation and clearly communicate to supporting departments
• Further assist guests with spa, dining, and transportation reservations
• Provide complete follow through on all communication methods in a timely manor
• Resolve all customers complaints in a diplomatic and professional manner, utilizing available resources to reach a mutually beneficial solution
• Maintain complete knowledge of the hotel, operations and promotions
• Work with Group Sales and Catering Department on block reservations
• Complete daily reports and tasks for quality control
• Monitor and maintain Reservation’s email, fax and in-box, checking every hour
• Assist in maintaining a quiet work environment so that no unpleasant background noise can be heard by callers
• Participate in and support hotel efforts towards community, sustainability and environmental initiatives.
• Perform other duties as directed, developed or assigned.

QUALIFICATIONS

Required

• Ability to communicate in English with vendors, guests and staff to their understanding
• Must have an understandable voice
• Prior Reservations experience in a 4 -5 diamond Hotel
• Have working knowledge of Microsoft Office Systems
• Must be able to work weekends, holidays and AM/PM shifts

Desirable

• SMS experience
• AA degree in Hospitality Management preferred

SKILLS

Required

• Must be detailed, organized and a strong communicator
• When on a call with a guest must be able to ask probing questions, activity listen, and position the hotel accordingly
• Must be able to ask for the sale and counter if there is resistance
• Self motivator

Desirable

• Previous training in Guest Services
• Previous Group Sales experience

PHYSICAL DEMANDS

• Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property.
• Constant need to perform the following physical activities: grasping, turning, finger dexterity.
• Occasional need to stand for long periods of time.
• Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.
• Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms’ reach.
• Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment.

Salary: $20.00 per hour + Incentives