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Reservation Agent
4 months ago
* Ideal candidate must have open availability and able to work weekends.
POSITION TITLE:
Reservations Agent
DEPARTMENT:
Reservations
REPORTS TO:
Reservations Manager
DIVISION:
Rooms
EXEMPT OR NON-EXEMPT:
Non-Exempt
JOB SUMMARY:
Reservations Agent will handle all incoming reservation calls and emails with efficiency and professionalism, be able to make reservations, modifications, and cancellations and answer questions on Portola Hotel & Spa's rates, hotel facilities, guestrooms, services and special promotions. Position requires continuous client contact via phone and email, attention to detail, time management, and functioning in both an administrative and technical capacity, as requested by management, to ensure that complete Guest satisfaction is achieved.
THE ESSENTIAL JOB FUNCTIONS OF THIS JOB INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:
* Remain informed of all departmental communications and events to provide friendly and professional service to guests and employees. Display complete knowledge of all hotel facilities and events, anticipating and responding to meet and exceed guest expectations.
* Through individual effort and teamwork, employees will ensure all guest contact is handled in a timely and professional manner. By anticipating guest needs, demonstrating sensitivity and responsiveness, we will ensure complete guest satisfaction and repeat business.
* Display thorough knowledge of all aspects of the Reservations Department. Ensure accurate and complete use of all systems to provide professional service to all guests.
* Display thorough working knowledge of all room rates and market codes. Demonstrate ability to determine appropriate discount rates.
* Demonstrate complete working knowledge of the Central Reservations System and Passkey to maximize hotel revenue. Exhibit technical understanding to ensure appropriate selling status.
* Work closely with Front Office and Sales Departments to obtain all necessary group information. Effectively communicate all necessary information to Front Office. Meet required deadlines.
* Adhere to all Portola Hotel & Spa policies and procedures with respects to cash handing, check cashing and billing. Ensure timely response to all needs and requirements of Accounting Department.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. Job responsibilities can change according to the operational needs of the business.
The Ideal Candidate will:
* Carry a friendly, energetic, personable demeanor and have a passion for great customer service, with a customer-first mentality.
* Have strong inter-personal skills and enjoy working in a team-environment and building great relationships with their coworkers.
* Must approach all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner.
* Must be effective at authentic listening skills to, understanding, and clarifying concerns raised by guests.
* Must be able to work a flexible schedule that may include nights, weekends and holidays based upon company needs.
ADDITIONAL RESPONSIBILITES:
* Observe guidelines for using and maintaining all pertinent equipment. Promptly report all safety hazards and maintenance requirements.
* Observe safe work habits as outlined in Portola Hotel & Spa policies and procedures. Must wear required safety gear as mandated by the job. Strictly adhere to all hotel Security policies and promptly report suspicious behavior, unusual items or activities.
EDUCATIONAL / CERTIFICATION / LICENSE REQUIREMENTS:
High School Diploma / G.E.D.
REQUIRED KNOWLEDGE, SKILLS, & ABILITIES:
Must demonstrate fluency in the utilization of Word, Excel, and Email programs. Must be able to communicate professionally via phone and email, manage several email accounts, answer all incoming calls, manage a phone logging system, and process all incoming faxes as need in an efficient and timely manner. Must be able to demonstrate effective time management, high level of attention to detail, work well in a team, active listening, critical thinking and professional customer service skills
PREVIOUS EXPERIENCE REQUIRED:
Previous hospitality experience preferred. Sales experience a plus.
ACTIVITY SUMMARY
Never
Occasionally
Frequently
Constantly
Sitting
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Standing
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Walking
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Crawling
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Bending Over
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Reaching Overhead
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Balancing
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Pushing/Pulling
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Lifting/Carrying
10 lbs. or less
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20 to 50 lbs.
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Over 50 lbs.
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Skin/Hands in Water
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Exposure to Chemicals
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Foot Controls Used
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Repetitive Hand Use
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Firm Grasping Required
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OTHER REQUIREMENTS
Select Yes or No
Driving Vehicles/Equipment
No
Operating Equipment/Machinery
No
Exposure to Dusts, Gas, Fumes
Yes
Exposure to Hazardous Materials
No
Exposure to Blood/Body Fluids
No
Exposure to Low Lighting Levels
Yes
Exposure to High Noise Levels
No
Walking on Uneven Ground
Yes
Exposure to Marked Changes In
No
Temperature
Use of Safety Equipment (Glasses,
No
Ear Plugs, Etc.)
Hearing Impairment Acceptable
No
Color Vision Impairment
Yes
Acceptable
Color Vision at 20 inches or less
Yes
Clear Vision at 20 feet or more
Yes
This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description and other duties, as assigned, might be part of the job, based on business necessity.
