Reservation Agent – Full Time Position Available In Miami-Dade, Florida

Reservation Agent – Full Time
Regular Full-Time
Doral, FL, US
8 days ago

Requisition ID:

1378

POSITION PURPOSE:

Processes telephone calls and reservations in a timely manner following Trump National Doral standards. Answers all telephone calls including reservations and guest inquiries in a friendly and courteous manner, for package reservations, tee times, spa appointments and internal and external communications.

EXAMPLES OF DUTIES

ESSENTIAL

FUNCTIONS OF RESERVATION CALLS

Answers all reservations, telephone calls and emails in a friendly manner, using clear English communication. When processing emails or listening to callers, ensure a clear understanding of their inquiries and requests. Promptly provides accurate information regarding availability of accommodations and other requested information. Assists other departments such as Sales, Meetings and Conventions and Front Office with reservation related questions.
Use proper selling techniques and maintain the utmost in professionalism while personalizing each call.
Determine caller’s needs through active listening and using probing questions to satisfy and sell to those needs.
Processes all group contracts from the Sales Department. Obtains data from various sources, including but not limited to faxes, electronic messages and handwritten lists. Enters all group blocks into reservations computer system and verifies correctness of data entered against the data received. Follow up with the Sales Department regarding all questions that stem from the groups. Monitors group blocks after they have been entered into the computer system.
Achieve or surpass all departmental standards in regards to shop scores, calls answered, call conversion.
Maintains suite and VIP reservation request process and inventory controls for all suites and other room accommodations, as needed, to maximize revenue and meet guest needs.

ESSENTIAL FUNCTIONS OF INTERNAL AND EXTERNAL

CALLS and

COMMUNICATIONS

Answers calls originating from external and internal sources. Directs the caller to the appropriate extension or room. Verifies last name of guest for all room calls. Assists guests with directions or other requests. Directs hotel staff to assist guests, upon request. Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling. Verifies names and telephone numbers. Properly handles all incoming urgent matters or emergencies for the guests and hotel. Works with hotel management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies.
Greets callers with a friendly and sincere welcome. Uses a positive and clear speaking voice, listen to and understand requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
Promptly answers the telephone and web inquiries. Inputs messages into the computer and tells other associates of special guest needs. Retrieves messages and communicates the content to the guest. Enters all guest responses and requests into Alice in order to provide effective and efficient service.
Provides a record of all Guest Insights to allow departments to properly research and respond to the guest for any challenges which may occur.
Field guest complaints, conducting research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy resort activity. Plans and implements detailed steps by using experienced judgment and discretion.