Reservation Agents

Central Reservation Agent

Launched in 1980, Warwick Hotels and Resorts offers a unique collection of luxury hotels that boast a warm welcome and opulent ambiance throughout the world. Known for our quality and unique sense of style, Warwick Hotels and Resorts offers guests, who are looking for out of this world travel experiences, the perfect balance of quality, authenticity, luxury standards, and prime location.

We are proud of our passion, our people, and our commitment of delivering the ultimate hotel experience.

POSITION PURPOSE:

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

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• 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.