Reservation Agent

Job Description

Job Description

POSITION PURPOSE:

This position is responsible for answering all telephone inquiries in a friendly and courteous manner, to effectively employ sales techniques in order to secure and process reservations for guest accommodations and spa appointments in a timely manner. To be continuously up to date with any company bulletins, advertisements or rate close outs as set forth by the 7-Day Variance. To report any discrepancies or problem situations that relate to the operation of the resort.

 

ESSENTIAL FUNCTIONS:

? Answer the telephone and greet prospective guests in a friendly manner using clear, verbal English communication. Listen to callers to understand inquiries and requests. Promptly provide accurate information regarding availability of accommodation types, rooms packages, ala-carte and packaged spa services, transportation to and from hotel, local surroundings, etc. Promote Olympia Hotels and Resorts marketing programs. Assign reservations based on guest preferences and availability. Requires sitting for long periods of time in a confined space and in close proximity to other employees to continuously perform essential functions.

 

? Read, retrieve, communicate and verify information including confirmation number to caller. Input and retrieve data with routine difficulty using a computer reservation system and utilizing codes for efficiency. Requires English writing skills in the event that the computer system is inaccessible and manual documentation of reservations is required.

 

? Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Memorize and communicate applicable deposit and guarantee policies as requested. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.

 

Other:

• To book all reservations in a timely and efficient manner, up-selling whenever possible.

 

• Ability to maintain accurate guest information, check and update for pristine mailing lists.

 

• To effectively use down time by stuffing confirmation, or inquiry envelopes, inputting rooming lists, or finishing up projects specifically designated for down time, work without incurring additional over time costs.

 

SUPPORTIVE FUNCTIONS:

? Must have the manual dexterity necessary to operate a typewriter, computer keyboard, calculator, and copier and fax machine in a timely and efficient manner.

 

? Collate materials and stuff envelopes for use with inquiry or confirmation letters.

 

? Verify credit card authorizations for processing advance deposits.

 

? Other duties as assigned by supervisor such as assisting PBX operators, inputting Sales group lists or special reservations for Conference/Catering Department.