Title Reservations Agent
Categories Reservations
Location Fort Lauderdale
Requirements

Must be able to communicate in English.
Experience working in Reservations in a Hotel highly preferred.
Must be bilingual in Spanish.
Experience in Springer Millier preferred.
Must have open availability to include weekends.

Summary

Responsible for understanding the basis tenets of rooms merchandising and integrating that knowledge with selective selling techniques to sell the right rooms to the right customers at the right rate. Follow all the procedures and guidelines outlined in the policies prepared by hotel management. Assist all callers with any concerns they might have with enthusiasm and a “can-do” attitude. Convert as many sales as possible.

Essential Functions

1. To maintain the highest standards of guest care and service throughout your departmental area at all times.
2. To demonstrate a good standard of social skills to the guest and your working colleagues.
3. To familiarize yourself with your department standards of performance and to be able to demonstrate their application.
4. To arrive for your working shift on time as per your departmental schedule wearing your uniform that does not deviate from the hotel standard.
5. To maintain a high standard of personnel appearance and grooming at all times during your working shift.
6. To anticipate guest dissatisfaction and to take the appropriate action ensuring that all incidents are reported to your supervisor/head of department
7. To familiarize yourself with all hotel products and services offered to our guest and to take every opportunity to maximize hotel sales.
8. To greet callers and answer questions in a courteous and efficient manner.
9. To make, change and/or cancel reservations of any callers during your scheduled shift giving the caller the appropriate confirmation or cancellation numbers.
10. To answer phone calls within three (3) rings.
11. To ensure that all reservations are confirmed with the proper guest codes, rates. Verify and record proper address information or payments for accommodations as required.
12. In the event that guests are not properly recorded with their information, to follow up on it.
13. To have good knowledge of the hotel room types and locations.
14. To inform the Reservation Manager of your whereabouts at all times should you need to leave the desk area.
15. To communicate with the Reservation Manager, Front Office Manager, Supervisor or Night Manager to obtain necessary information of the day’s needs and procedures.
16. To assist in monitoring room inventory as demand increases.
17. To assist in property management system maintenance regarding rate codes, group management, and corporate management.
18. To assist in blocking of rooms as necessary – especially for VIP reservations and special requests.
19. To assist in preparing needed reports.
20. To assist with filing reservations and backup.
21. Handle mail correspondence.
22. Post advance deposits accurately.
23. Process confirmations.
24. Process 800 number reservations with courtesy and efficiency.
25. Process and research travel agency commissions.
26. Process group reservations, pre-block, pre-key and greet group upon arrival.
27. To keep work area cleaned and well stocked with all necessary equipment to handle reservation processing.
28. To demonstrate a working knowledge of fire prevention and to act upon your departmental fire
procedures in the event of a fire.
29. To familiarize yourself with your departmental hurricane procedures and to be able to demonstrate their application in the event of a hurricane warning.
30. To act on your responsibilities detailed in the hotel health and safety policies.
31. To ensure that all accidents or near accidents caused by departmental hazard are reported to your supervisor/head of the department.
32. To familiarize yourself with and act upon the hotel standards for staff discipline and grievance matters.
33. To be security conscious at all times with respect to guests/staff/hotel property and to report any suspicious circumstances to your supervisor/head of department.
34. To attend any meetings that may be beneficial to your or your department on request from your supervisor/head of department.
35. To attend any training sessions/course that may be beneficial to the development of your working knowledge or skills.
36. To cooperate and communicate with your colleagues, supervisor/head of department and management to ensure effective departmental teamwork.
37. To carry out any other reasonable tasks requested by your supervisor/head of department or management.

Physical Requirements

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
The noise level in the work environment is usually quiet.

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