Reservations Agent

POSITION PURPOSE:

At Casa Cipriani, the reservation agent is responsible for performing a variety of customer service and administrative duties to support the hotel's room reservation and revenue management objectives.

ESSENTIAL FUNCTIONS AND DUTIES:

• Responding to incoming calls and emails from guests in a prompt, friendly and professional manner, providing information about the hotel's rooms, rates, and services, and assisting with room reservations and inquiries. Ensure that all customer data is properly stored and protected.
• Utilizing the hotel's reservation system to efficiently manage room availability, rates, and packages, ensuring that the system is updated and accurate at all times.
• Processing room reservations, modifications, and cancellations, and providing guests with detailed information about the reservation process, policies, and procedures.
• Create and maintain an upscale and personalized pre-arrival process that improves the guests experience and the hotel revenue.
• Up-selling room categories and hotel services to guests, leveraging knowledge of the hotel's facilities, services, and special promotions to maximize revenue.
• Ensuring accurate billing and payment processes: You will be responsible for ensuring that the reservation is secured and correct.
• Maintaining a high level of knowledge about the hotel's facilities, services, and local attractions, and providing recommendations and information to guests as needed.
• Excellent organizational skills and attention to detail
• Ability to handle challenging situations and resolve customer complaints in a professional and timely manner.
• Collaborating with other departments, such as sales, housekeeping, and front desk, to ensure guests receive exceptional service and to resolve any issues that may arise.
• Ensuring that you are retrieving all the necessary relevant information to support the front staff in creating smooth and memorable experiences (arrival and departure time, special occasions, needs and preferences)
• Maintaining accurate and up-to-date records of guest information and reservations, including guest preferences, special requests, and payment information.
• Meeting and exceeding sales goals and targets, and actively seeking opportunities to increase revenue and maximize room occupancy.
• Adhering to hotel policies, procedures, and standards, including data privacy and security, and ensuring that all guest information is kept confidential.
• Should be knowledgeable, understanding, and adhere to Company Core Values and Mission Statement. Must lead by example.
• Perform Switchboard duties and direct calls as needed.
• Participating in training and development programs to improve job skills and knowledge.
• Performing other duties as assigned by the management team.
• Sales-oriented mindset, with a goal-driven approach to achieving targets and maximizing revenue.
• Flexibility to work varying shifts, including evenings, weekends, and holidays, as needed.
• Ability to work independently and as part of a team in a fast-paced and dynamic environment.

KNOWLEDGE, EXPERIENCE AND SKILLS:

• Education: A bachelor's degree in hospitality management, business administration, or a related field is often preferred.
• Work experience: Several years of experience in the hospitality industry, particularly in a reservations or sales role, is usually required.
• Customer service skills: Excellent communication and interpersonal skills, as well as a strong customer-focused approach, are critical in ensuring guest satisfaction.
• Technical skills: Proficiency in computer systems and software, including central reservation systems (CRS), global distribution systems (GDS), and Microsoft Office, is important.
• Sales and negotiation skills: The ability to sell rooms, packages, and services to potential guests, and negotiate rates and packages, is essential.
• Organizational skills: The ability to prioritize tasks, manage multiple tasks simultaneously, and maintain attention to detail is crucial.
• Problem-solving skills: The ability to analyze and resolve guest complaints, resolve conflicts, and make decisions under pressure is necessary.
• Financial management skills: An understanding of budgeting, forecasting, and revenue management, as well as the ability to analyze financial reports, is desirable.
• Teamwork: A strong ability to work collaboratively with other departments, such as front office, housekeeping, and food and beverage, is essential.
• Professionalism and integrity: A professional demeanor, strong ethical standards, and the ability to maintain confidential information is expected.
• Refined verbal and written communication skills.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:

• Ability to stand for extended periods and work in a fast-paced environment.
• Endurance to withstand long hours of standing, walking, and repetitive motions.
• Lift and carry objects weighing up to 50 pounds.
• Flexibility to bend, stoop, reach, and perform physical tasks.
• Adherence to proper lifting techniques and ergonomics to prevent strain or injury while performing job duties.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer.

Cipriani is an equal opportunity employer.