Reservations Agent

Reservations Agent Warwick Allerton Chicago - 2.0 Chicago, IL Job Details Full-time $23 - $24 an hour 1 hour ago Benefits Health insurance Vision insurance Qualifications Computer operation Basic math English Technical Proficiency Full Job Description The Reservation Agent will provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information. Essential Functions Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. Anticipate guests? needs, respond promptly and acknowledge all guests, in a timely manner by end of business day. Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction. Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

Maintain complete knowledge of:

All hotel facilities/services, hours of operation. All guest room types. Room availability for any given day. Restricted dates and rates. All packages and promotions. Entertainment/special events scheduled in the hotel. Access all functions of the computer system. Set up workstation with necessary supplies and resource materials. Answer telephone calls within 3 rings, using correct salutations and telephone etiquette. Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies. Ascertain callers' needs through open-ended questions. Describe room accommodations and all amenities. Obtain all designated information to book a reservation. Accommodate special requests and designate such in system. Review guest history records (previous stays) to best service guests; maintain accurate information in guest history files. Maximize rate for all reservations. Promote and sell packages to callers requesting reservations on designated dates. Verify availability. Suggest alternate dates for sold-out dates. Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller. Process advance deposits. Verify all reservation information with caller to ensure accuracy. Input correct information into proper fields to inform other departments of pertinent information (i.e., early/late arrival, refrigerator for medication, allergies to feathers, play pin/crib request). Input all manual reservations into the system. Resend hotel confirmation if guest states not received (only for applicable rate codes). Research if commission has been processed. Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department. Proactively process all checklist items daily. Review status of assignments and any follow-up action with appropriate team member or manager. Pre Authorizations of non-refundable bookings/reservations. Ensure that reservations are routed accordingly regarding direct billing or credit cards. Other Duties All Employees are required to fully comply with hotel and departmental rules, regulations, and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc. Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings. Regular attendance in conformance with hotels standards is essential to the successful performance of this position. Comply with hotel dress code policy and grooming standards for both uniformed and non-uniformed associates. Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude. Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.

Working Conditions & Physical Requirements Physical Effort:

Significant portions of day require prolonged sedentary work. Ability to visually review documents and computer screen throughout day.

Physical Environment:

Ability to walk or stand for extended periods of time during course of shift. Manual Skills Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.

Work Schedule:

Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel. If employee is unable to work their shift, they are required to call and report out no less than 2 hours prior to the start of the shift.

Safety:

Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.

Qualifications Education:

High school diploma or equivalent vocational training certificate required. Some college or college degree preferred. Degree in hospitality management preferred.

Experience:

Prior experience within a four- and five-star hotel brand preferred. Prior experience with Opera preferred.

Computer Skill & Other Technical Skills:

Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required. Ability to learn, utilize and communicate effectively via company issued communication devices (e.g. Nextel phones, etc).

Communication:

Advanced ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) preferred.

Licenses or Certifications:

n/a

Other:

Must be customer-service oriented and have excellent hospitality skills. Must be able to calculate basic mathematic functions. Benefits Medical, Dental, Vision, Life $23 - $24 hourly