Reservations Agent

JOB SUMMARY:

The Reservation Agent is responsible for handling the day-to-day reservation operations in a professional, efficient, friendly manner. The Reservation Agent will also ensure that all reservation lines are attended and accurately and professionally communicate hotel rates and information.

JOB RESPONSIBILITIES:

Create bespoke experience for guests.

Responsible for all reservation activity ensuring that the reservation lines are attended always.

Communicate anticipated business demands daily with departmental team members (arrivals/departures, group functions, guest requests, etc.).

Properly access all functions of the reservations system according to established procedures.

Courteously answer inquiries and accept reservations over the phone

Maximize revenue by utilizing suggestive selling and up-selling techniques.

Demonstrate advantages and create value for our guests.

Monitor and ensure that all reservations (including manual) are input into the session accurately, completely and promptly.

Assist where necessary to ensure optimum service is provided to guests, visitors and other departments.

Work closely with several departments in coordinating reservations, sales and rate strategy.

Support other team members and departments to contribute to the best overall performance of the department and hotel.

Perform other duties as assigned, requested or deemed necessary by management.

Assist in one stop reservation service (including restaurant, spa, etc.)

Assist in prearrival process for all guests (email/phone)

Assist in answering PBX call into hotel.

SKILLS AND EDUCATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required

High School Diploma or equivalent

Prior luxury hospitality experience preferred

Ability to multitask between different computer systems.

Must possess computer skills

Excellent selling skills and understanding of sales processes; can bring a sale to closure quickly at a high return rate

Strong customer development and relationship management skills

Ability to influence others to up sell products and services with excellent negotiation skills

Strong communication skills (verbal, listening, writing) - possesses confident telephone skills and etiquette

Ability to accurately input and access data into hospitality software

Must be able to prioritize, organize and follow-up in a timely manner

Must be able to work cohesively with other departments, co-workers as part of a synergistic team

Ability to work a varied schedule including, days, nights, weekends, and holidays

QUALIFICATION:

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to the safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Note: The responsibilities associated with this job could change from time to time in accordance with Hotel Californian’s business needs. As a team player, I may be required to perform additional and/or different responsibilities from those set forth above.