Reservation Agent

WE ARE SEEKING A RESERVATIONS AGENT TO JOIN OUR TEAM!

POSITION SUMMARY:

Answers telephone and email inquiries for hotel reservations and restaurant reservations in a friendly and courteous manner, employs sales techniques in order to secure and process reservations for guest accommodations in a timely manner consistent with the high standards of quality. Incumbent is also responsible for responding to and following up on emails sent to the reservations inbox for both hotels.

ESSENTIAL JOB FUNCTIONS

Answers the telephone and greets prospective guests in a friendly manner using clear, verbal English communication. Listens to callers to understand inquiries and requests. Promptly provides accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc. Promotes the Hotel marketing programs. Assigns reservations based on guest preferences and availability. Requires sitting for long periods of time. Reads, retrieves, communicates and verifies information including confirmation number to caller. Inputs and retrieves data with routine difficulty using a computer reservation system and utilizing codes for efficiency. Initiates reports and retrieves printed forms from computer printer from external distribution channels (i.e arrivals list, bookings, website bookings, emails etc.). Process and handle request in Reservations In-Box regularly. Answers questions regarding hotel facilities and services, local attractions, directions, etc. Memorizes and communicates applicable deposit and guarantee policies as requested. Handles complaints in a tactful manner and negotiates resolutions such as alternative accommodations when hotel is sold out. Process and handle no-shows, cancellation penalty, travel agent commission and other Reservations related functions.

POSITION QUALIFICATIONS

Ability to multi-task & maintain poise and a sense of humor amidst a fast paced and demanding environment. Must be able to speak, read, write and understand the primary language(s) used in the workplace. Must be able to work weekends Must be able to read and write to facilitate the communication process. Requires good communication skills, both verbal and written. Knowledge of overall hotel operations. Knowledge of computer programs, including, but not limited to, Property Management Systems, Microsoft Word, Excel, Microsoft Outlook, GDS and hotel's website booking engine. Ability to manage many tasks concurrently and prioritize with organizational skills. Ability to calculate figures and amounts such as discounts, interest, commissions, percentage, and volume. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited information exists.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; and use hands to finger, handle or feel objects, tools or controls. Shall be able to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull or otherwise move objects.

EQUIPMENT TO BE USED AND OPERATED

Telephone, computer, fax machine, copy machine.

WORKING CONDITIONS

Requires sitting for long periods of time in a confined space and in close proximity to other associates to continuously perform essential functions.

MENTAL/EMOTIONAL REQUIREMENTS

Must be able to work in a fast paced and customer service-orientated environment; to perform duties under pressure and meet deadline in a timely manner; to work as part of a team as well as to complete assignments independently; to take instructions from supervisors; to exercise problem solving skills; and to interact with co-workers, supervisors, guests and the public in a professional and pleasant manner.

SAFETY RESPONSIBILITIES

Must learn and comply with all Hotel safety rules, must use appropriate safety equipment at all times; must immediately report all unsafe conditions to supervisors; must be familiar with all safety features or equipment, machinery or materials encompassed by job duties; and must check with supervisor if there is a question as to safe procedure to be used for any job function.

INTERESTED & QUALIFIED INDIVIDUALS MAY SUBMIT THEIR RESUME FOR CONSIDERATION.

The Edward Thomas Collection provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Pre-employment drug screening and background check are conditions of employment.