Reservations Agent.

Job Summary:
The Reservations Agent is responsible for handling all aspects of the reservations department in a friendly and efficient manner. He/she is responsible for assisting in quoting available rates to maximize room revenue and average rate according to property standards.

Job Duties & Functions:
1. Approach all encounters with guests and employees in a friendly, service oriented manner.
2. Review all arrivals daily, noting special requests and blocking rooms accordingly to meet guest needs.
3. Answer all telephone calls promptly, accurately, and courteously, providing complete and reliable information at all times.
4. Complete all tasks outlined in the designated checklist by the end of each shift to maintain operational consistency.
5. Pre-assign hotel rooms for VIPs, repeat guests, special packages, and requests, ensuring optimal guest satisfaction and room utilization.
6. Ensure all credit, deposit and payment procedures are strictly followed, in accordance with the hotel’s credit policy as well as reservation-specific payment policy.
7. Be able to answer guest inquiries about hotel services, facilities and hours of operation.
8. Accurately quote rates and assist in booking room reservations while focusing on maximizing room revenue and average rate following property service standards at all times.
9. Communicate and work closely with the Sales Department concerning group bookings. Ensure all group room blocks are properly set up and managed in the system.
10. Continually update Central Reservations on rates and availability, maintain availability calendar and communicate all relevant information to the operations staff.
11. Maintain accurate files and reports; ensure all reporting is up to date and accurate on a daily basis.
12. Handle all special reservations, to include V.I.P. reservations, packages and discounts.
13. Regular upkeep and management of OTA extranets to ensure all guest requests and messaging is addressed in a timely and consistent manner.
14. Provide consistent input on trends and opportunities to maximize revenue.
15. Monitor daily sales activity and alert management of sold-out nights, group ceiling status, and possible problem situations.
16. Perform any other duties as requested by management.
17. Attend meetings as required by management.

Education & Experience:
1. Minimum of 1 year experience in a reservations or similar role within a luxury hotel environment.
2. High School Diploma or equivalent preferred.
3. Prior experience and strong understanding of Opera is mandatory.
4. Must be able to stand for prolonged periods of time during shift
5. Must have strong proficiencies in Microsoft Office and Outlook
6. Familiar with hotel systems and operations, and the ability to enter in information accurately.
7. Work well under pressure and demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
8. Must be able to work with and understand financial information and data, and basic arithmetic functions
9. Skillful in verbal and written communication, with phenomenal customer service and attention to detail.
10. Strong adaptability to dynamic situations and a wide variety of guest personalities, with the ability to remain composed and courteous under pressure.
11. Excellent verbal communication skills with a professional and friendly demeanor.
12. Flexible availability, including evenings, weekends, and holidays, as required by business needs.
13. Able to work independently and make the right decisions for the business.
14. Must be mentally organized and thoughtful in actions, display good judgment in the moment.

The standard expected work week is 45 hours, but actual schedules depend on business needs.