Reservations Agent

Reservations Agent

Summary:

The reservations agent is responsible for handling reservations, inquiries and the proper management of room inventory while providing excellent service. This individual has great attention to detail and must be an excellent communicator with a positive attitude.

Essential Job Duties:

• Answering phone calls and emails to help guests make reservations.
• Manage reservations, requests, and cancellations from multiple channels.
• Providing information about rates, availability, and amenities of the hotel.
• Monitor and balance inventory between all systems.
• Manage and update reservations, promotions, and policies on OTA extranets.
• Create and maintain new rate plans, packages, and promotions into the Property Management System and distribution channels.
• Communicate availability to wholesalers.
• Monitor wholesale block cut off dates to ensure maximum availability for revenue.
• Monitor group blocks, rooming lists to maximize availability.
• Processing payments, including credit card transactions
• Must always maintain a professional positive attitude and be service oriented, attentive, friendly, helpful, and courteous to all guests, managers, and team members.
• Common sense and good judgment are crucial in this position. Must know how to field and respond to guest requests, problems, complaints, online, letters, and/or phone calls in an attentive, courteous, and efficient manner and follow through for a positive outcome in resolving any guest issue.
• Perform a variety of other duties as assigned.
• Works closely with the Director of Revenue Strategy, Front Office, Director of Rooms, and General Manager

Qualifications:

Education & Experience:

• Minimum of two years’ experience in Front Office and or Reservations in a hotel.
• Previous management experience in a hotel setting is highly desirable.
• College degree preferred.
• Must be proficient in Windows, Outlook, Excel, Word, Power Point applications.

Physical requirements:

• Remain in stationary position for 8 hrs/day
• Medium work – Ability to move 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.