Reservations Agent

Requirements

Candidate must be computer literate and be familiar with Microsoft office applications at a minimum. Experience with Marsha and Opera Fidelio preferred.

Responsibilities


· Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., Guest Response..) to resolve issues, delight, and build trust.

Address guests' service needs in a professional, positive, and timely manner.

Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

Thank guests with genuine appreciation and provide a fond farewell.

Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Speak to guests and co-workers using clear, appropriate and professional language.

Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Talk with and listen to other employees to effectively exchange information.

Support all co-workers and treat them with dignity and respect.

Verify all reservation information with callers to ensure accuracy·

Accommodate and document special requests in an accurate and efficient manner.

Determine the most appropriate room type to meet guest requirements and maximize room rate.

Explain guarantee and cancellation policies to callers.

Perform any reasonable task as directed by a Supervisor or Manager