Reservations Agent

JOB DESCRIPTION The reservation agent is responsible for taking reservations via the telephone, emailed correspondence, rooming lists, and in-house requests. Enter the information into the Property Management System (PMS).

REPORTS TO Front Desk Manager

Essential Job Functions:

• Answer all incoming calls in a friendly and efficient manner. Provide guests with the requested information concerning the city, local areas, the hotel and its services. Obtain the necessary information from the guests and enter it into the PMS computer system. Must be effective in sales and upselling.
• Process all incoming reservations received via rooming lists, email or in-house correspondence
• Follow appropriate procedures to process or cancel reservations.
• Follow established phone etiquette procedures.
• Block special request reservations and suites.
• Maintain a clean and well-organized workstation.
• File daily reservations and other correspondence.
• Answer questions concerning reservations for employees of other departments including but not limited to Sales, Convention Services, and Executive Office.
• May be required to check guests in/out of hotel, settling accounts with established procedures.
• Perform job duties as required by other department managers, including Human Resources, Sales, Catering, and Food and Beverage.
• Assist on shuttle runs based on business demands
• Perform job duties of Concierge as scheduled.
• Performs other job-related duties as assigned.

Required Skills and Abilities:

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Regular attendance for work and training is essential.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Ability to be persuasive with telephone sales skills.
• General knowledge of city and its attractions.

Physical Demands

While performing the duties of this job, the employee regularly is required to stand and walk for extended periods; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee occasionally is required to sit; and stoop, kneel, crouch, or crawl and lift more than 25lbs. Physical stamina and a proper mental attitude to work under pressure at a fast pace are essential. Must have the mental fortitude to handle the pressures of multiple tasks while providing excellent guest service.

• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Ability to spend extended lengths of time viewing a computer screen.

Key Competencies

• Clear communicator and effective collaborator
• Strong project and relationship management skills

PERFORMANCE STANDARDS

Customer Satisfaction:

• Serve as a guest relations ambassador, delivering exceptional service every moment of the day.
• Exhibit professionalism, courtesy, and respect towards guests and associates under all circumstances.
• Strive to create memorable guest experiences, maintaining Shangri-La's high service standards.

Work Habits:

• Follow established work procedures and policies, maintaining punctuality and reliable attendance.
• Adapt to changes in the work environment with a positive attitude.
• Approach problem-solving proactively, seeking assistance when needed and continuously improving skills.

Safety & Security:

• Adhere to Shangri-La's safety and security policies, including key controls and proper handling of chemicals.
• Exercise care when lifting heavy objects and promptly report any safety concerns or hazards.
• Ensure compliance with emergency procedures to maintain a secure environment for guests and associates.