Position Title: Reservation Agent
Department: Reservations
Immediate Supervisor: Reservations Manager
Job Summary: To capture as many reservations as possible by using effective selling techniques and all available selling tools. One must be detail-oriented, motivated, open to learning new processes, and able to convey enthusiasm over the phone.
Responsibilities:
- Answer all phone calls in a professional and courteous manner
- Assist callers with securing future reservations
- Assist callers with making changes to an existing reservation
- Ensure that all calls are resolved to guest satisfaction, or exceed it!
- Clearly communicate guest needs to other departments, when necessary
- Follow up with leads for 2nd chance bookings. Use your reminder tools!
- Provide accurate information on the property and surrounding areas, including restaurants, entertainment, and general directions
- Create a guest profile by gathering and inputting accurate information for every caller who has a desire to stay. Accuracy and attention to detail makes the caller feel important and that you care.
- Listen effectively to ensure that guest requests are met
- Effectively correspond with callers, to exceed expectations, in hopes that the positive word will spread
- Be computer literate—Must obtain NAVIS certification
- Must be able to accept constructive criticism and grow from it. Always be willing to improve!
- Provide the highest customer service to each caller
- Use professional verbal and written communication skills
- Be positive, cheerful, and confident in the service that you provide. All must show over the phone!
Job Type: Full-time
Pay: From $17.00 per hour
Expected hours: No more than 40 per week
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Work setting:
Experience:
- Hotel experience: 2 years (Preferred)
- Front desk: 1 year (Preferred)
Work Location: In person