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Department: Reservations
Reports to: Reservations Coordinator
Status: Non-Exempt
Compensation: $17-18/h
Our Reservations Agent will serve as the main contact for room reservations at the hotel (voice/phone, plus support of all other channels); and therefore, must offer excellent service and influence the Guest decision to book. Forbes Standards must be upheld at all times. This property currently does not utilize an outsourced call center, so you along with other Reservations Agents and the Reservations Manager will represent the primary audio image of our 144-room luxury property.
What will I be doing?
As a Reservation Agent, you will serve as the first line of inquiry for room reservations within the hotel. A Reservation Agent is responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs. Specifically, a Reservations Agent will perform the following tasks to the highest standards:
- Convert, quickly, phone inquiries into confirmed reservations
- Hold expert knowledge of all hotel information, packages and promotions
- Respond to all Guests in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest's expectations
- Provide prompt and efficient service while maintaining the hotel’s brand and Forbes standards
- Facilitate the manual send of transactional reservation emails via RezQueue
- Individually ensure every third party channel booked reservation has the appropriate tracking, and set up accurate billing
- Place confirmation phone calls for arriving reservations
- Maintain Guest Profile information, ensuring accuracy and profile enhancement in line with the best guest experience
- Enter Amenities in to ALICE, creating Greeting Cards and ensuring delivery
- Send and process individual Credit Card Authorization Forms
- Perform daily Quality Control tasks
- Maintain hotel inventory in conjunction with the Hotel Reservations Manager
- Create and send the VIP Report weekly
- Reconcile third party commissions weekly
- Assist with Group Reservations and Rooming Lists in conjunction with or in the absence of the Reservations Manager
- Resolve Guest Opportunities autonomously with empowerment once initial training period ends
- Attend a monthly Culture Committee Meeting, representing the Department, actively and proudly participating in hotel initiatives
- Additional responsibilities as assigned by Management
What are we looking for?
A Reservations Agent serving Hotel Arista is always working on behalf of our Guests and with other Associates. To successfully fill this role, you should maintain the below attitude, behaviors, skills, and values:
- A passion for delivering great customer service, awareness of audience and an interest in Voice Image
- A highly professional telephone manner and excellent communication skills
- Outstanding organizational skills and willingness to learn
- Intermediate computer proficiency
- Flexibility, as we are running a 24/7 operation
- Open availability / ability to work Saturday shifts and some evenings, as scheduling for this position is based upon historical and forecasted call volume
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Previous experience with the Property Management System Opera
- Previous hotel experience
Educational Requirements
- High School diploma or equivalent education required
Physical Requirements
- Exert physical effort in lifting/transporting up to 15 pounds
- Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required.
We are an equal opportunity employer and make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.
Job Type: Full-time
Pay: $17.00 - $18.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Weekends as needed
Work setting:
Work Location: In person