Reservations Agent

1 week ago


Miami, United States Mr C Coconut Grove Full time
Reservations Agent Job Description

We are seeking a highly organized and detail-oriented Reservations Agent to join our team at Mr. C Coconut Grove. As a Reservations Agent, you will be responsible for ensuring that reservation hotlines are attended to at all times to meet daily business needs. You will also be responsible for creating, updating, and maintaining reservation records promptly in accordance with guests' booking confirmations.

Responsibilities:
  • Gather all necessary information from the caller when booking a reservation
  • Check daily emails
  • Enter wait listed reservations in PMS
  • Handle credit card payments, as well as credit card authorizations
  • Process reservations amendments and cancellations
  • File reservations
  • Forward guest inquiries and credit card disputes to Reservations Supervisor
  • Negotiate rate discounts requests with Management approval
  • Communicate Front Office of late check outs and extensions requests
  • Maintain guest records
  • Cross train
  • Block special request reservations
  • Communicates hotel products and services to guests
  • Uses suggestive selling techniques to up sell hotel rooms according to hotel standard procedures
  • Coordinates with other departments on joint tasks as they relate to sales, particularly the front office and food and beverage departments
  • Reviews guest arrivals each morning and notes any special requests and prepares staff to ensure product is on hand and request is executed
  • Serves as the concierge if needed to accommodate potential guests' needs when scheduling reservation
  • Practices safety standards and report any unsafe condition to the manager
  • Processes group, third party and wholesale reservations
  • Maintains office supplies; and mails hotel advertising material to guests
  • Ensures reservation department policies are followed including deposit requirements, cancellation policies, comp rates, public space policy, room rates, etc.
  • Maintains and ensures compliance of all policies and procedures
Requirements and Skills:
  • Work experience as in reservations or similar job
  • Previous guest service
  • Previous customer service experience preferred
  • Excellent communication
  • Maintains a good energy level
  • Thorough and organized
  • Professional
  • Punctual
  • Flexibility to work in shifts
  • Ability to work with little or no supervision while meeting high-performance standards
  • Ability to follow instructions
  • High school diploma is a plus
Grooming:

All Employees must maintain a neat, clean, and well-groomed appearance per Mr. C's standards.


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