Summary
The primary function of the Reservations Agent is to assist the hotel guests, and attend to their needs while utilizing the highest possible level of service; thus, ensuring we are providing a welcoming and accommodating environment. In Reservations you will be responsible for answering telephone inquiries with accurate information in a courteous, professional, and timely manner.

Qualifications

To perform the job successfully, an individual must be able to adhere to each of the essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill and ability necessary to do so. Reasonable accommodations may be made to ensure individuals with disabilities are able to perform the essential functions.

Essential Duties and Responsibilities

• Knowledgeable in Opera System.
• Knowledgeable in the proper check-in/check-out procedures.
• Ensure that guests' needs and requests are completed in a timely manner.
• Ensure to follow through on all issues and discrepancies as pertaining to Reservations.
• Be aware of tone and composure when addressing guests and other Associates.
• Ensure that guests' names are used throughout your interaction with them.
• Complete daily shift checklist.
• Make and confirm reservations.
• Conduct daily bucket checks.
• Complete and print all required daily reports, records and logs as necessary.
• Ensure to sell and identify potential future business.
• Relocate guests to nearby hotels as necessary.
• Answer and transfer calls in accordance with hotel standards.
• Restock and organize all work areas as necessary.
• Verify daily rate and availability.
• Negotiate on rates and upsell rooms.
• Compile, sort and store reservation cards.
• Enter any and all special room requests, and follow through with the Front Desk.
• Maintain knowledge of all hotel functions and services.
• Input tour and group reservations as received by the Sales dept.
• Manage resources including franchise, airline, yield and tracking systems.
• Knowledgeable in operation of 3^rd party booking systems.
• Process reconciliation reports for 3^rd party bookings. (Be sure to account for commission payments)
• Control and manage the inventory of the house in both Opera & iHotellier.
• Attend all mandatory meetings and hotel functions.
• Comply with all company standards and policies, as established in the employee handbook.
• Other duties as required.