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Full-time Hotel Arista Reservations Agent

3 months ago

Naperville, United States CityGate Hospitality Full time

**Department**:Reservations

**Reports to**: Reservations Coordinator

**Status**:Non-Exempt

**Compensation**: $17-18/h

**Role Summary**:
**Reservations Agents are responsible for providing prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.**:
**Responsibilities**:
**Books rooms for the guests in an efficient, accurate manner.**:

- Confirms, modifies, and cancels reservations as needed.
- Provides specific information on room availability, rates, upgrades, packages, amenities, and other information requested by the customer as needed.
- Remains available to field incoming calls in order to meet call-efficiency standards.
- Determines the need to request special considerations in regards to room rate and package inclusions. Follows-up on these requests with the Reservations Coordinator, thereafter relaying the status of such requests to the customer.
- Maintains complete knowledge of:
- All hotel facilities/services, hours of operation
- All guest room layouts, bed types, décor, and locations
- Room availability for any given day
- Restricted dates, rates, and room types
- All room rates, packages and promotions
- Specific arrangements between hotel and travel agencies and corporate reservations centers
- Entertainment/special events in the area at any given time
- Anticipates customers’ needs through open ended questions and maximizes rate for each reservation.
- Accommodates special requests and designates as such in the system to coordinate execution.
- Access guest history records to best service customers; maintains accurate information in guest history files.
- Sets up proper billing accounts (ie room, tax, incidentals, tax exempt and direct/special billing).
- Reviews all previous days’ reservations.
- Enters all Third Party Reservations.
- Performs daily rate and market segment code audits for in house reservations.
- Promote and sell holiday and other packages to callers requesting reservations on designated dates.
- Assist callers with dining room reservations and amenity orders.
- Completes daily rate and occupancy call around of our competitive set.
- Process requests for mailing brochures, correspondence, and package information.
- Maintains a professional and courteous attitude at all times while maintaining control of each call.
- Explains guarantee and cancellation policies to customers; assign confirmation/cancellation numbers and relays this information to the caller.
- Qualifies and fields group or LNR related inquiries to the Sales Department.
- Monitors and maintains wait lists daily.
- Performs other duties as requested by the Director of Revenue Management.

**Minimum Qualifications**:
**Education**:

- High school diploma or equivalent education required. Bachelor’s degree preferred.

**Experience**
- Prior experience with hotel room reservations preferred.
- Experience with Opera Property Management System preferred.

**Skills**
- Excellent written and verbal skills.
- Strong organization, multi-tasking, prioritizing, and teamwork skills.

**Physical Requirements**
- Exert physical effort in lifting/transporting up to 15 pounds.
- Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required.

**We are an equal opportunity employer and make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.