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Reservation Agent

3 months ago

San Diego, United States Handlery Hotel San Diego Full time

To be responsible for understanding the basic function of Rooms Merchandising and integrating that knowledge with Selective Selling Techniques to sell the right rooms to the right customers at the correct rate. To provide service to guests and fellow team members in a manner which meets or exceeds Handlery Hotels’ standards and to comply with established company and departmental policies and procedures.

**ESSENTIAL FUNCTIONS**
- Answer all reservations phone calls professionally, courteously and per approved script,

including calls from guests, department heads, and team members.
- Input reservations into POS from Global Distribution System, Handlery website (Open

hospitality) and third party sites (Expedia etc).
- Maintain room number and credit card information control and confidentiality.
- Maintain confidentiality of guest information, room number, and credit card information.
- Download Global Distribution System Reservations, & other third-party site reservations

and print; enter confirmation numbers in the online systems.
- Up-sell reservations through established methods.
- Enter all information as required for each reservation.
- Monitor and track phone calls as requested.
- Prepare Correspondence file and deliver to Front Desk.
- Post & refund advance deposits on individual guests.

complete Foreign International Traveler filing before the completion of shift.
- Operate all office machines (computer, fax, printer, etc.).
- Maintain knowledge of all promotions and rates.
- Maintain cleanliness and organization of work area.
- Attend and participate in daily pre-service meeting. Attend departmental meetings and

training sessions.

**Other**

Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the property. In addition, attendance at all scheduled training sessions and meetings is required.

**SUPPORTIVE FUNCTIONS**

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the property.
- Distribute all relevant faxes to guests and other departments.
- Maintain cleanliness and organization of work area.

**SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES**

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job to standards, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.
- Service oriented.
- Teamwork oriented.
- Must be able to speak, read, write and understand the primary language(s) used in the

workplace.
- Must be able to speak clearly and understandably.
- Requires excellent communication skills, both verbal and written.
- Requires excellent telephone skills.
- Must possess above average computational ability.
- Must possess above average computer skills.
- Must be able to multi-task.
- Must be able to remain calm in stressful situations.
- Must be able to be graciously assertive.
- Has good knowledge of the city and surrounding area (history, attractions, etc.) of

interest to guests.

**Physical Demands**
- Most work tasks are performed indoors. Temperature is moderate and controlled by

property environmental systems.
- Must be able to sit at a desk for up to 8 hours per day. Length of time of these tasks may

vary from day to day and task to task.
- Must be able to exert well-paced ability in limited space and to reach other departments

of the property on a timely basis.
- Must be able to lift up to 10 lbs. on a regular and continuing basis.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending,

climbing, listening and hearing ability and visual acuity.
- Talking and hearing occur continuously in the process of communicating with guests,

managers, and fellow team members.
- Vision occurs continuously with the most common visual functions being those of near

and color vision and depth perception.
- Hearing and visual acuity aides (i.e. hearing aids, eyeglasses), if required or prescribed,

must be used while working
- Requires manual dexterity to use and operate all necessary equipment.

**QUALIFICATION STANDARDS**

**Education**

High school diploma or equivalent education is required.

**Experience**

Minimum of one year experience in a similar position is required.

Licenses or Certificates

Able to obtain and/or maintain any government required licenses, certificates, or permits applicable to the position.

**Grooming**

Team member must maintain a neat, clean and well-groomed appearance per Handlery Hotels’ standards.

No job description of a position can possibly include all duties which may be requested by guests or required by the property. The objective