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Job Description
ABOUT US
Nestled in the heart of Union Square, one of San Francisco's most vibrant neighborhoods, the Handlery Union Square Hotel immerses guests in iconic Bay Area attractions, activities and things to do. At Handlery Hotels, every person is part of our team. Being a team member means you are part of a dedicated group of talented people working together to achieve great results. We are concerned with what is best for our guests and the entire team; we treat our fellow team members as we want to be treated with consideration, dignity and respect.
POSITION PURPOSE
To be responsible for understanding the basic function of Rooms Merchandising and integrating that knowledge with Selective Selling Techniques to sell the right rooms to the right customers at the correct rate. To provide service to guests and fellow team members in a manner which meets or exceeds Handlery Hotels' standards and to comply with established company and departmental policies and procedures.
ESSENTIAL FUNCTIONS
Answer all reservations phone calls professionally, courteously and per approved script, including calls from guests, department heads, and team members. Input reservations into PMS from Global Distribution System, Handlery website (Open hospitality) and third party sites (Expedia, etc.). Print & verify all online reservations as soon as they interface into Maestro. Maintain confidentiality of guest information, room number, and credit card information. Up-sell reservations through established methods. Enter all information as required for each reservation. Monitor and track phone calls as requested. Print and respond to departmental email and to applicable Handlery general email. Forward emails as needed to other departments. Prepare Correspondence file and deliver to Front Desk. Enter group rooming lists and apply advance deposits. Post & refund advance deposits on individual guests. Enter & confirm Foreign International Traveler reservations received by email: complete Foreign International Traveler filing before the completion of shift. Operate all office machines (computer, fax, printer, etc.). Maintain knowledge of all promotions and rates. Visit Handlery.com, Online Travel Agencies and Customer Review Sites on a daily basis. Maintain cleanliness and organization of work area. Attend and participate in daily pre-service meeting. Attend departmental meetings and training sessions. Other duties as assigned.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
Service and Teamwork oriented. Must be able to speak clearly and understandably, read, write and understand the primary language(s) used in the workplace. Requires excellent communication skills over the phone, in person; both verbal and written. Possess above average computational ability and computer skills. Able to multi-task and remain clam in stressful situations. Must be able to be graciously assertive. Has good knowledge of the city and surrounding area (history, attractions, etc.) of interest to guests. Most work tasks are performed indoors. Temperature is moderate and controlled by property environmental systems. Must be able to sit at a desk for up to 10 hour per day and able to lift up to 10 lbs. Able to exert well-paced ability to reach other departments of the property on a timely basis. Ability to bend, stoop, squat and stretch to accomplish daily tasks. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing, visual acuity requiring manual and finger dexterity to use and operate all necessary equipment. Talking and hearing occur continuously in the process of communicating with guests, managers, and fellow team members. Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
QUALIFICATION STANDARDS
High school diploma or equivalent education is required. Associate's Degree is preferred. Minimum of one-year of experience in a similar position is required. Able to obtain and/or maintain any government required licenses, certificates, or permits applicable to the position. Fluent in another language; to speak, read and write is preferred. The individual must possess the knowledge, skills, abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job to standards, with or without reasonable accommodation. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
EOE/M/F/V/D
Handlery Hotels, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrest and conviction records.
Job Type:
Full-time Job Type:
Full-time Pay:
From $31.84 per hour
Benefits:
401(k) 401(k) matching Dental insurance Employee discount Flexible spending account Health insurance Life insurance Paid time off Vision insurance
