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OVERVIEW/BASIC FUNCTION:

Role is responsible for taking inbound reservation sales calls and coordinating all aspects of the reservation process and providing first class customer service throughout the process. We encourage “ownership” of each reservation and the situations surrounding them, differentiating our sales professionals above and beyond the standard “reservations agent” mentality of a larger chain.

RESPONSIBILITIES:

·        Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

·        Ensure that standards are maintained at a superior level on a daily basis.

·        Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.

·        Consistently offer professional, friendly and engaging service.

·        Practice teamwork and respect toward your fellow associates and always maintain a positive attitude.

·        Be knowledgeable about the hotel/resort’s layout and services.  Be aware of the hotel’s outlets and departments’ hours of operation.  Be familiar with the location of guests’ rooms as well as their amenities.

·        Be knowledgeable about the hotel information, local attractions, restaurant, spa, golf and transportation available around the hotel, as well as in house activities, in order to answer inquiries.

·        Handle and distribute faxes, voice messages and email messages in a timely and professional manner.

·        Understand the importance of the guests’ privacy and confidentiality at all times.

·        All other duties as required.

QUALIFICATIONS:

·    Experience:       Minimum one year's experience as a reservations agent, preferably for a luxury or ultra-luxury hotel.

• Education:         High School Diploma.

• General Skills:    Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; excellent oral and written communication skills, understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

• Technical Skills:   Ability to suggestively sell; ability to input and retrieve information from the hotel reservations system.

• Language:          Required to speak, read and write English, with fluency in other languages preferred.

• Physical Requirements:    Must be able to exert physical effort in various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

• Licenses & Certifications:            None required.