Reservation Agent

JOB DESCRIPTION:
Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Position demands accuracy with daily accounting procedures, account billing, and reservations.
ESSENTIAL DUTIES:
• Manually input reservations into the system that do not directly interface into the property’s system with precision and accuracy
• Establish relationship with online travel agencies and guests to ensure accurate rates and reservations are input into the system
• Ensure settings in the system are correct for reservations that interface with the property’s system
• Ensure all rates, rate codes, market segments and market source codes are correct for each reservation
• Complete billing on all pre-paid reservations arriving for the day
• Review house and PM accounts
• Input group blocks, group rooming list reservations and provide sales with a group rooming list for each group
• Provide excellent guest service to guest inquiries about the hotel property and provide competitive rates
• Reconcile invoices from third party companies to ensure accurate billing and commissions are paid
• Monitor hotel availability to avoid overselling rooms at the property
• Check-in and check-out hotel guests in a confident, professional, and friendly manner
• Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals  - ensuring billing accuracy
• Complete all items as listed on shift checklists
• Bucket checks to be performed by each shift to verify data as it pertains to:
 
• 1. Guest name
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• 2. Guest address
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• 3. Room rate
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• 4. Date of departure
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• 5. Number of guests in room
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• Ensure proper credit card procedures are followed at all times to include checking ID matches credit card information, credit card is swiped, and guest signature on registration slip
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift
• Issue guest safety deposit boxes as requested.
• Advise guests of any messages, mail, faxes, etc. received for them
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities
• Take, record and relay messages accurately, completely and legibly
• Offer detailed information on the voice mail system to callers and guests wishing to leave messages
• Accept and record wake-up call requests
• Any and all duties assigned by management

MINIMUM REQUIREMENTS:  
The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  
• Must have minimum of six months experience working in related field (hospitality preferred)
• Must have reliable transportation
• Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
• Must have full availability and be able to work days, evenings, nights, weekends, and holidays

KNOWLEDGE / SKILLS / ABILITIES:
• Ability to read, write and speak English (multi-lingual a plus)
• Ability to hear, understand, follow and give written and oral instructions
• Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
• Ability to work with large groups of people, and age groups
• Ability to plan, organize and conduct a wide variety of activities
• Ability to work harmoniously with fellow employees and guests
• Follow all company policies and procedures
• Ensure uniform and personal appearance are clean and professional
• Thank guests with genuine appreciation
• Speak with others using clear and professional language
• Develop and maintain positive working relationships with others
• Abilities (<8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
• Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height