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Reservations Agent

1 month ago

Miami, United States DOUBLETREE BY HILTON MIAMI ARPT CONVENTION CTR Full time
Job DescriptionJob Description

 

 

 

DEPARTMENT:                    Sales / Guest Services

REPORTS TO:                      Revenue Manager

STATUS:                               Non-exempt

 

Job Summary

The Reservations Sales Agent is responsible for handling reservations, inquiries and cancellations in an attentive, courteous and efficient manner, and quoting available rates to maximize room revenue according to AFP Management standards.

 

Qualifications & Standards

Education & Experience:

  • High School diploma or equivalent required.
  • Experience in a hotel or a related field preferred.
  • College course work in related field helpful.

 

Physical requirements:

  • Flexible and long hours sometimes required.
  • Sedentary work -Exerting up to 10 pounds of force occasionally, and/or negligible amounts of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

 

Mental requirements:

  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must routinely meet deadlines.
  • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
  • Must be able to work with and understand financial information and data, and basic arithmetic functions. Must be able to multi task.

 

DUTIES & FUNCTIONS

Essential:

  • Approach all encounters with guests and employees in a friendly, service-oriented manner.
  • Maintain regular attendance in compliance with AFP Management standards, as required by scheduling which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag when working.
  • Comply at all times with AFP Management standards and regulations to encourage safe and efficient hotel operations.
  • Maintain a warm and friendly demeanor at all times.
  • Employees must at all times be attentive friendly, helpful, and courteous to guests, managers and fellow employees.
  • Answer all incoming calls promptly, in an attentive, courteous and efficient manner.
  • Ability to answer guest inquiries about hotel services, facilities and hours of operation.
  • Book room reservations while focusing on maximizing room revenue and average rate using standard rate quoting scenario at all times.
  • Up sell rooms when possible.
  • Enter reservations into the computer according to standard operating procedures.
  • Communicate and work closely with the Sales Department concerning group bookings.
  • Continually update Central Reservations on rates and availability.
  • Maintain availability calendar and communicate all relevant information to the operations staff.
  • Maintain accurate files and reports.
  • Handle all special reservations, to include V.I.P. reservations, packages and discounts.
  • Compile and input all necessary information for the required Rooms Forecast meetings.
  • Book and block rooms using hotel standards for Group Rooming Lists and Booking Agreements.
  • Attend Rooms Merchandising meetings and give input on trends and opportunities to maximize revenue. Complete forecasts as required by management.
  • Monitor daily sales activity and alert Guest Services Manager of sold out nights. group ceiling status and possible problem situations.
  • Post no-show revenue daily.  
  • Process travel agent checks.
  • Be able to perform all duties of Front Desk Agent and assist at front desk as needed.

 

 

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.