Reservations Agent - Full-time

Compensation Type: Hourly Highgate Hotels:

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

Location:

 

An authentic Arizona experience awaits at the Scottsdale Plaza Resort, where 40 lush acres and 50,000 square feet of flexible event space provide a perfect, palm-lined retreat for family getaways, business meetings and milestone celebrations. Five pools, a full-service salon and day spa, and nearby championship golf set the stage for memorable experiences framed by elegant Spanish Mission-inspired architecture, fragrant gardens filled with desert flowers, and stunning views of Camelback and Mummy Mountain.

Overview:

The Reservations Sales Agent is responsible for handling reservations, inquiries and cancellations in an attentive, courteous and efficient manner, and quoting available rates to maximize room revenue according to Highgate Hotel standards.  He/she is also responsible for participating in the monthly Rooms Merchandising meeting.

Responsibilities:

• Answer all incoming calls promptly, in an attentive, courteous and efficient manner.
• Answer guest inquiries about hotel services, facilities and hours of operation.
• Book room reservations while focusing on maximizing room revenue and average rate using standard rate quoting scenario at all times. Up sell rooms when possible.
• Enter reservations into the computer according to standard operating procedures.
• Communicate and work closely with the Sales Department concerning group bookings.
• Maintain availability calendar and communicate all relevant information to the operations staff.
• Maintain accurate files and reports.
• Handle all special reservations, to include V.I.P. reservations, packages and discounts.
• Book and block rooms using hotel standards for Group Rooming Lists and Booking Agreements.
• Attend and give input on trends and opportunities to maximize revenue.
• Complete forecasts as required by management.
• Monitor daily sales activity and alert Guest Services Manager of sold out nights, group status and possible problem situations.
• Post no-show revenue daily, if required at property.
• Process travel agent checks, if required at property.
• Be able to perform all duties of Guest Services Agent and assist at front desk as needed.
• Communicate availability to wholesalers.
• Call for occupancy at area hotels.
• File reservations and group contracts.
• Review Reservations logbook and Guest Request log on a daily basis.
• Send confirmations.
• Process advance deposit/balance sheet.
• Process brochure requests.
• Forecast packages according to hotel standards.
• Research travel agent commissions.

Qualifications:

• High School diploma or equivalent required.
• Experience in a hotel or a related field preferred.
• College course work in related field helpful.
• Computer experience required.
• Customer Services experience preferred.
• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management