Reservations Agent

Job Description

• Have a thorough knowledge of the entire hotel services and facilities
• Answer inquiries of room rates, outlets and room locations.
• To be totally familiar with all aspects of the reservation systems
• Handle all reservation requests using good listening and communication skills to secure
• information necessary to complete a reservation
• Post advance deposits and keep accurate records of deposits.
• Process rooming lists and group blocks and indicate special requests and billing procedures
• File and process reservations correspondence, make certain all files are current and in order.
• Have knowledge of Front desk, Sales and Accounts departments and how they relate to the
• Reservations department.
• Abide by the hotels policies and procedures
• Be familiar with changes in the rates and group enquiries
• Complete daily shift task list and aid others
• To be aware of inventory management and keep a constant check on the room types available
• throughout the day
• To have an understanding of departmental goals and projections for average rate and occupancy
• Accommodate and document special requests in an accurate and efficient manner.
• Determine the most appropriate room type to meet guest requirements and maximize room rate.
• Explain guarantee and cancellation policies to callers.
• Describe room accommodations and benefit feature sale amenities to guests.
• Use sales techniques when assisting guests in making reservations, including personalizing calls,
• obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties
• on sold out days.
• Answer guest questions about property facilities/services (e.g., hours of operation, room
• availability, restricted dates, rates and room types, packages, promotions, entertainment,
• restaurants, special events).
• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them
• the option of emailing and/or faxing these numbers.
• Identify guest reservation needs by asking open-ended questions to obtain all necessary
• information
• Follow "up selling" techniques and sales strategies in order to maximize property revenue.
• Identify repeat guests using appropriate codes
• Any other duties as may reasonably be requested by the management team including assistance
• for large events or hotel functions.
• Carry out any other reasonable task (which may not be stated here) as requested.
• Assist in Task Force Teams for new openings.

Qualifications

• Minimum one year experience with the same position in a 5-star hotel
• High School graduate

Additional Information

experience is an asset
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus