The Reservation Agent handles and processes room reservations, with an eye to maximizing room occupancy and average room rate through up selling. They field nearly all inquiries for transient reservations (less than ten rooms per night) and must convert as many of these calls as possible into confirmed reservations. After quoting rates appropriate to specific requests, they must obtain agreement from the caller and confirm a reservation. They must be able to listen and communicate effectively with a wide range of callers; close the sale; and input detailed information into the property management system (Opera), accurately and efficiently. Reservations Agents are also responsible for providing overall reservations support for the hotel. They are responsible for handling group blocks and inputting rooming lists, selling gift certificates, processing travel agent commissions, and proper coding of market segments and corporate accounts.

REQUIREMENTS:

• Confirms reservations for rooms according to the room’s availability
• Offers the rates that are currently in effect and arranges the billing according to hotel procedures.
• Records all reservations neatly and accurately
• Files neatly all updated correspondence chronologically, first and then alphabetically.
• Respond to emails and phone calls promptly and politely
• Updates the computer immediately and accurately if there are any changes.
• Handles any request for amenities or transportation promptly and accurately.
• Updates guest history records, travel agency/company records and account receivable records on a regular basis
• Handles the reservation correspondence accurately and neatly.
• Promptly prepare VIP and any Reservation reports.
• Perform other duties as required.

KNOWLEDGE AND SKILLS:

• Provide a courteous and professional service at all times.
• Maintain good working relationships with your own colleagues and all other departments.
• Have a complete understanding of and adhere to the hotel’s policy relating to Fire, Hygiene, Health and Safety.
• Maintain the cleanliness of the working area in the Reservation Department.
• Excellent communication skills in all aspects;
• 1 year experience in a comparable position in a luxury hotel operation preferred;
• Excellent knowledge of all aspects of Hotel Operations;
• Excellent organizational and administrative skills;
• Excellent guest service and problem resolution skills;
• The flexibility to meet the demands of a 24 hour operation;
• The ability to work comprehensively with spreadsheets and Word documents.

Working Conditions and Physical Demands:

• Fast paced environment – must be able to work under pressure and be able to multitask.
• Physically fit, ability to lift up to 25lbs.
• Must be able to stand for extended periods, walk, climb stairs, and reach from the waist or shoulder.
• Answers the phone and works on a computer for extended periods requiring concentration and listening skills as well as visual focus.

Please refer the Job description for details