Reservation/Front Desk Agent

4 months ago

Kissimmee, United States Carter Hospitality Group Full time
Job DescriptionJob DescriptionCome join Red Lion Hotel - Lake Buena Vista for this exciting opportunity. We are looking for a Reservations Agent to join our team.

JOB DESCRIPTION:
Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Position demands accuracy with daily accounting procedures, account billing, and reservations.
ESSENTIAL DUTIES:
  • Manually input reservations into the system that do not directly interface into the propertys system with precision and accuracy
  • Establish relationship with online travel agencies and guests to ensure accurate rates and reservations are input into the system
  • Ensure settings in the system are correct for reservations that interface with the propertys system
  • Ensure all rates, rate codes, market segments and market source codes are correct for each reservation
  • Complete billing on all pre-paid reservations arriving for the day
  • Review house and PM accounts
  • Input group blocks, group rooming list reservations and provide sales with a group rooming list for each group
  • Provide excellent guest service to guest inquiries about the hotel property and provide competitive rates
  • Reconcile invoices from third party companies to ensure accurate billing and commissions are paid
  • Monitor hotel availability to avoid overselling rooms at the property
  • Check-in and check-out hotel guests in a confident, professional, and friendly manner
  • Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance
  • Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day
  • Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
  • Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals - ensuring billing accuracy
  • Complete all items as listed on shift checklists
  • Ensure proper credit card procedures are followed at all times to include checking ID matches credit card information, credit card is swiped, and guest signature on registration slip
  • Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift
  • Issue guest safety deposit boxes as requested.
  • Advise guests of any messages, mail, faxes, etc. received for them
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities
  • Take, record and relay messages accurately, completely and legibly
  • Offer detailed information on the voice mail system to callers and guests wishing to leave messages
  • Accept and record wake-up call requests
  • Any and all duties assigned by management
MINIMUM REQUIREMENTS:
The requirements listed 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.
  • Must have minimum of six months experience working in related field (hospitality preferred)
  • Must have reliable transportation
  • Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
  • Must have full availability and be able to work days, evenings, nights, weekends, and holidays
KNOWLEDGE / SKILLS / ABILITIES:
  • Ability to read, write and speak English (multi-lingual a plus)
  • Ability to hear, understand, follow and give written and oral instructions
  • Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
  • Ability to work with large groups of people, and age groups
  • Ability to plan, organize and conduct a wide variety of activities
  • Ability to work harmoniously with fellow employees and guests
  • Follow all company policies and procedures
  • Ensure uniform and personal appearance are clean and professional
  • Thank guests with genuine appreciation
  • Speak with others using clear and professional language
  • Develop and maintain positive working relationships with others
  • Abilities (

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