Reservations Specialist at Biltmore Hotel Limited

Coral Gables, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Jan, 26

Salary

0.0

Posted On

21 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Attention to Detail, Problem Solving, Teamwork, Multitasking, Computer Skills, Mathematical Calculations, Time Management, Confidentiality, Sales Skills, Adaptability, Organizational Skills, Listening Skills, Guest Focus, Integrity

Industry

Hospitality

Description

Description Position Summary The Reservation Specialist provides a pleasant first impression for the guests, while understanding their room reservation needs and builds rapport, selling the “Biltmore Experience” by providing recommendations and information requested. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S). Responsibilities Answer calls using in-house phone system (NAVIS). Greet guest appropriately and gather guest contact information. Offer Hotel description, outlet offers/ information and events. Be fully aware of all room availability, descriptions and rates. Confirm room reservations with intent to upsell. Fully understand and use our Property Management System (Megasys). Enter Guest’s information and maintain waitlist. Maintain client details and business relationships. Maintain high and strict compliance. Create Enhanced Leads from NAVIS. Follow-up with sales leads Requirements Experience and Education Required Education High School Diploma required Experience Minimum one year luxury hotel experience preferred Skills Required Must be able to: Speak, read, write and understand the English language. Compute accurate mathematical calculations. Provide legible communication and directions. Perform job functions with attention to detail, speed and accuracy. Prioritize and organize. Think clearly, remaining calm and resolving problems using sound judgment. Follow directions thoroughly. Understand 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 resort data. Use a computer keyboard and possess basic typing skills. Possess moderate to advanced computer skills. Work in a dynamic and constantly changing environment. Adept to multitasking. Physical Demands Must be able to: Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance Stand, sit, or walk for an extended period of time or for an entire work shift Reach overhead and below the knees, including bending, twisting, pulling, and stooping Use, carry, and operate all necessary office equipment using finger dexterity. Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity. Visually look at a computer for extended periods of time. Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors. Success Criteria Team Player Demonstrates co-operation within the team and with other departments Listens carefully and works well with others Has a positive influence on others in the team and clearly enjoys working with people Guest Focused Anticipates guests’ needs and is sensitive to people from all cultures Has a natural, warm smile and a friendly and passionate approach Demonstrates confident, helpful and genuine behavior with internal and external guests Delivers their Best Has energy and sense of urgency for his/her work Resourceful, makes things happen and looks for ways to work more efficiently Always looks their best and acts appropriately (e.g. approaching guests, body language) Composed Able to stay calm under pressure Demonstrates maturity and ability to cope with the unexpected Never lets personal feelings interfere with delivering the highest standards Trustworthy and responsible Excellent records of attendance and punctuality Is reliable and demonstrates the ability to work without supervision Demonstrates a high level of personal integrity, honesty and trust Success Criteria (Continued) Time Management Makes decisions in a timely manner Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities Listening Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees Licenses or Certifications NAVIS Certification LHW Revenue Management Course completion preferred Standard Specifications Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests. A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions. This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor. Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division. The employee will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. Grooming All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.

Responsibilities

The Reservations Specialist is responsible for providing a pleasant first impression for guests and understanding their room reservation needs. This includes answering calls, confirming reservations, and maintaining client details while adhering to company policies.