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Reservations Agent

4 months ago

Washington, Washington, D.C., United States The Hay-Adams Full time


Steeped in rich history and surrounded by the most iconic institutions of our nation, The Hay-Adams is the downtown Washington, D.C.

hotel for discerning guests. Enveloped by views of the White House, St. John's Church, and the scenic Lafayette Park, the 5-star accommodations at The Hay-Adams are the embodiment of refined residence.

Marked by Washington, D.C.'s most accommodating amenities and dedicated services, The Hay-Adams is the boutique hotel of choice for the modern luxury traveler.

The Hay-Adams offers an exceptional guest experience that goes beyond a good night's sleep.

Position Overview:

Reservations Sales Agents play a leading role in generating revenue for the hotel.

They field 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 follow sell strategy as determined by revenue management; 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.

The Hay-Adams Reservations Sales Agents are order-makers, not order-takers.
Reservations Sales 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.

Essential Duties & Responsibilities

  • Answer all calls, internal and external, in a courteous and professional manner. Abide by all Leading Quality Assurance and Forbes Reservation Standards. Proper use of voice and tone are expected at all times.
  • Minimize lost calls, as they are lost opportunities for making reservations and building revenue. Reservations Sales Agents are part of the ACD (Automated Call Distribution) system, which distributes calls fairly and tracks call volume. A reservations call must cover all necessary details in an efficient manner while not compromising a pleasant and friendly tone.
  • Abide by the guidelines of sell strategy, which requires first and foremost that Reservations Sales Agents probe the caller and describe the hotel benefits before quoting rates.
  • Learn and maintain an interest in detailed information about the hotel.

This information includes but is not limited to:
room types and configuration; hotel features and amenities; and location and accessibility to major points of interest. Product knowledge is a critical part of selling effectively.

  • Consistently engage in top-down and up-sell strategies, which require that superior room types are presented before standard, that suites are offered, and benefits of the superior room types are described so that the caller can appreciate the higher rates associated with them.
  • Be aware of the status of other hotels in our competitive set through a daily call around. Be able to compare our hotel with others in our competitive set if asked.
  • Know how to identify a VIP guest and understand and abide by the VIP guest procedure.
  • Know how to handle difficult calls and when to ask for help.
  • Consistently check accuracy of work by: re-confirming details such as spelling, matching day and date, etc. with caller; double-checking reservations inputted from GDS prior to filing; recognizing and resolving discrepancies immediately; checking arrivals list daily and future arrivals periodically, especially during busy or sold-out periods.
  • Know when written requests or authorizations are required, such as for: direct-billing or third party billing; reservation requests from Sales and Catering or Executive Offices; and parlor use.
  • File work accurately. Time is wasted and guests can be inconvenienced if work is not filed in its proper location.
  • Learn and follow different procedures for the various reservation sources such as individual call-in, group, GDS, OTAs, and Sales office.
  • Perform duties and tasks assigned by manager.
Qualifications:

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below 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.
Supervisory Responsibilities
This position has no supervisory responsibilities.
Education and Experience
High School diploma, general education degree, or international equivalent required, or six months experience in a related field preferred. Typing skills and general computer experience required. Reservations sales experience or prior work experience in a professional office environment preferred. Word processing and spreadsheet programs are frequently utilized and experience in such computer programs is preferred.
Language Skills
Must be fluent in the English language. Accurate listening, clarity in speaking, reading comprehension and writing ability in a professional context are required. Must be able to write routine correspondences such as confirmation letters and emails. Must have superior ability to use proper voice and tone for telephone conversation. Ability to read, analyze and interpret general business reports. Ability to effectively relate to hotel guests and all hotel employees. Ability to convince and persuade, as well as apologize when necessary. Must convey pride, confidence and genuine emotion at all times.
Mathematical Skills
Must have basic number knowledge and the ability to add and subtract, multiply and divide basic two-digit numbers.

Must be able to understand American weight, volume and distance measurements, and how occupancy, average rate and RevPAR are calculated.

Reasoning Ability
Must be able to follow detailed and complex sell strategy involving yield management and benefit selling. Must be able to distinguish between different market segments. Must know when decisions can be made on own and when managers must be involved. Must be able to handle multiple tasks at the same time. Must be able to work under pressure in a calm, professional manner.
Physical Ability
Ability to sit, type, and use a computer screen for long periods required. Ability to talk and listen through a headset for long periods required.
Computer Skills
A working knowledge of the hotel's property management system, Opera, is fundamental to this position. Experience and proficiency with Microsoft office programs necessary.

Standards of Conduct:

The high ethical standards of The Hay-Adams must be upheld by all members of the company.

The Hay-Adams is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals.
Equal Opportunity Employer/Veterans/Disabled

Source:
Hospitality Online