Hotel Sales Reservation Agent

Our Next Family Member

Reporting to the Reservations Manager, the Reservation Agent position is responsible for assisting and advising customers who may be choosing from a variety of travel options, with a driven attitude, friendly disposition, and highest level of service. The perfect candidate should enjoy facing new challenges regularly, thrive in a high pace environment, and is adaptable of a dynamic market. The Reservation Agent must be team oriented, self and team-motivated, driven, and enjoy working in the hospitality industry.

Job Responsibilities:

• Answer all incoming calls promptly in a friendly efficient and courteous manner as outlined in SOP.
• Display a high level of integrity and professionalism at all times in dealing with guests and employees.
• Ensure consistent delivery of excellent Guest and Customer service.
• Provides assistance in monitoring hotel call volume and reservation services & needs; help address concerns and issues when transferring reservation calls to the in-house Reservations Department and the Call Center.
• Adapt and implement all reservation sales strategies implemented by the Director of Commercial Strategy and Reservations Manager to assist in generating revenue and ADR growth.
• Continually update Central Reservations/call center on City-Wides, upcoming events, closures, hotel info, updated services and amenities, etc., for accurate selling info.
• Help manage room inventory, reservations block assignment, availability controls and enforce overbooking strategy set forward by the Director of Commercial Strategy.
• Communicate and work closely with the Sales Department concerning group & corporate reservations.
• Full understanding of 3rd Party Channels and the reservation billing. Familiar with managing 3rd party extranets.
• Assisting Guest/Clients with processing 3rd Party Billing using the hotel's secure link platform and following all PCI compliance policies.

Qualifications:

• High School graduate or G.E.D. equivalent.
• Six months reservations experience in the hospitality industry
• Knowledge of Outlook MS Word and Excel required.
• Experience with Group Sales computer systems including Opera
• Occasional evening and weekend work to meet deadlines.
• Capable of using multiple systems at the same time
• Self-starter results-oriented team player and demonstrates a high-level attention to detail
• Flexibility and adaptability to a dynamic evolving environment
• RezForce/Navis Experience is a plus