Reservation Agents

Central Reservation Agent

Take room reservations via the telephone, mailed correspondence, group bookings and in-house requests. Provide intermittent support for various operational departments including Accounting, Executive Office, Housekeeping, Food/Beverage, Front Office/PBX, Sales/Marketing and Guest Services. Enter the information into the Property Management System accurately, timely, and efficiently.

Essential Functions

• Responsible for taking individual and group room reservations via telephone and perform accurate input of reservations information into PMS system. Ensure that calls are answered in a professional and courteous manner, adhering to company policies and procedures, while demonstrating proper selling techniques. Being able to answer all inquiries pertaining to individual hotels; including room types, rates, facilities, as well as surrounding areas. Must be very effective in the reservation's sales process, personal interactions and recommendations, and always upselling at every opportunity.
• Process or respond to all paperwork, such as email and fax reservations, in a timely and efficient fashion. Mail confirmation and literature requests or reply via facsimile and administrative message when requested. This includes wholesale, online bookings. Conducting audits to verify accuracy on reservations.
• Stay abreast of current information as it pertains to all hotels including rates; rate changes, room availability, all promotions to include local attractions, directions, and hotel services. Attend necessary training sessions and being knowledgeable to train and share information with others as needed.
• Handle variety of calls from in house guests relating to service requests, food/beverage orders, and/or concierge related functions.

Supportive Functions

• 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.

Experience

2+ years' experience with Call Center or Front Desk Guest agent is preferred.