Room Reservations - Reservations Agent

Reservation Agent

LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the "art of service."

As an integral part of a team, the Reservation Agent is responsible for continuously looking for ways to improve each guest's experience from providing exceptional guest service to providing prompt, courteous and efficient handling of all requests for guest reservations, changes, cancellations, and general hotel information received by phone, fax, mail, and electronic mail internally and externally.

Essential Functions

1. Answer telephone calls within 3 rings, using correct salutations and telephone etiquette according to Halekulani standards.
2. Identify needs of the guest, Room Reservations and/or Dining Reservations
3. Effectively communicate with guests regarding all aspect of Halekulani and Halepuna.
4. Access guest history records to best service guests and their preferences, maintain accurate information in guest history files to ensure maximum accuracy and recognition.
5. Describe room accommodations, room layouts and locations, rates, packages, all hotel amenities, facilities, services, and events to all potential guests to successfully sell hotel rooms.
6. Explain guarantee and cancellation/deposit policies to callers, create confirmation letters, credit card authorization forms and processing of deposits and wire transfers.
7. Understand and be able to communicate hotel availability throughout the year and recognize high season cancellation/deposit policies to the guest and suggest alternate dates for sold out periods and maximize rates for all reservations,
8. Assist callers with reserving of airport transfers to/from the airport and accommodate any guest requests to the best of your ability (dining reservations, amenity orders, etc).
9. Create group masters for group reservations and wholesalers and block allotments and input group rooming lists into the PMS system.
10. Maintain complete knowledge of:
• All hotel facilities/services, hours of operation.
• All guests' table locations.
• Dates/times/seating availability for any given day.
• Restricted dates/times.
• Menus, forms, weddings, coupons, packages, and promotions.
• Various forms, policies, and directions to the hotel.
• Specific arrangements between hotel and travel agencies, corporate reservations center.
• Entertainment/special events scheduled in the hotel.
11. Access, input and maintain Halekulani Dining Reservations in OpenTable
12. Maximize the restaurant dining reservations following established guidelines.
13. Coordinate details with support departments (i.e. Bake Shop, Flower Shop, Chefs, etc.) to ensure awareness of guest events.
14. Maintain confidentiality of guest information and pertinent hotel data.
15. Maintain a clean and neat appearance at all times in your grooming and in your work area.
16. Perform all other duties as may be required or assigned by the Reservations Manager.
17. Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
18. Resolve guest concerns ensuring satisfaction while remaining calm and courteous; notify management for correction, as appropriate.

Supervisory Requirements

Reports To: Reservations Manager

Supervises: None

Education/Experience

• High school diploma or equivalent vocational training certificate.
• Basic computer skills (Microsoft Word, Excel, Outlook, etc.).
• Some college or training in the hospitality industry.
• Reading, writing and oral proficiency in the English language.
• Prefer fluency in a foreign language, preferably Japanese.
• Prefer previous experience as a Reservations Agent or sales representative (2 years).
• Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

Knowledge, Skills, & Abilities

• Ability to anticipate guest needs; respond promptly and acknowledge all guests.
• Ensure familiarity with all hotel services and features to explain and answer any questions a caller may have.
• Must be very detail oriented and thorough follow up on all reservation tasks.
• Basic computer skills (Microsoft Word, Excel, Outlook, etc.) and knowledge and prior experience with hotel PMS systems.
• Excellent speech and hearing necessary for talking on the phone.

Physical Demands

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must remain in stationary sitting position throughout majority of the work shift (about 95%).
• Continuous typing and computer use throughout majority of the work shift (about 95%).

Work Environment

• Indoor, air-conditioned office
• Indoor/Outdoor, non-air conditioned
• Exposure to variable temperature conditions.
• Exposure to variable noise levels.
• Exposure to dust, chemicals, fumes, mites, and/or odor hazards.
• Exposure to fumes; dusts; chemicals; and odor hazards
• Flexible work schedule is a requirement for this position (any day &time)

Hotels and Resorts of Halekulani is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.