Reservation Agent

Job Summary

To handle, process and respond to reservations requests, enter group rooming lists into the computer, pre-block guest rooms and coordinate group resumes between the Sales and Front Office departments.

Role and Responsibilities

• Responsible contact for entering rooming list, group resumes, setting up billing, pre-blocking, preparing vouchers if needed.
• Respond to inbound calls for reservations, guest service questions, and appropriate transfers to other departments.
• Create new reservations, modify and cancel existing reservations
• Process email reservation requests.
• Correspond with guests via phone, fax and email.
• Update and compile reservation and revenue related reports.
• Audit future reservations from all internal and external sources.
• Ensure proper selling techniques and strategies are utilized to maximize room revenue. 
• Inform the Revenue Manager of any obvious market trends, keep abreast with the selling of room’s inventories on various extranets and be able to participate in yield meetings when necessary.
• Be conversant with the property's room types, and different sale packages to inform guests calling in to make reservations.
• Training all associates on reservations functions.
• Assistance may be required by other departments and other duties as may be assigned by the Director of Front Office, Director of OPS/or General Manager. 

Qualifications

• Minimum of 3 years front desk, reservations experience in a Hotel or related industry; experience within a luxury hotel environment is a plus.
• Must have excellent oral/written communication and interpersonal skills and must be able to interact with all levels of guests in a professional and cordial manner.  
• The Reservation Agent will have a pleasant telephone voice, exceptional organizational/problem solving skills, must be self motivated and very detail oriented. 
• This position requires someone who is computer literate with MS office applications and preferably the following hospitality programs – Opera. 
• Flexible shift availability including evenings, weekends and holidays.

Hotel X recognizes its obligations under the Accessibility for Ontarians with Disabilities Act, 2005, and, upon request, will provide accommodation in the recruitment processes to the point of undue hardship.