Agent-Reservations

POSITION
SUMMARY

Process all reservation
requests, changes, and cancellations received by phone, fax, or mail. Identify
guest reservation needs and determine appropriate room type. Verify availability
of room type and rate. Explain guarantee, special rate, and cancellation
policies to callers. Accommodate and document special requests.

Answer questions about property facilities/services and room accommodations.
Follow sales techniques to maximize revenue. Input and access data
in reservation system. Indicate special room reservation types (e.g.,
complimentary rooms, employee discounts, travel agent inspection rates,
and wholesale reservations) by inputting the correct code and rate into
the reservation system. Follow proper escalation procedures when addressing
guest concerns.

Follow all company policies and procedures;
ensure uniform and personal appearance are clean and professional; maintain
confidentiality of proprietary information; protect company assets; protect
the privacy and security of guests and coworkers.

Welcome and acknowledge all guests according to company standards; anticipate
and address guests’ service needs; assist individuals with disabilities; thank
guests with genuine appreciation. Speak with others using clear and professional
language; answer telephones using appropriate etiquette. Develop and maintain
positive working relationships with others; support team to reach common goals;
listen and respond appropriately to the concerns of other employees. Comply
with quality assurance expectations and standards. Move, lift, carry, push,
pull, and place objects weighing less than or equal to 10 pounds without
assistance.

Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D.
equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License
or Certification: None