Reservations Agent, Full-time, The Monterey Plaza Hotel & Spa - Monterey Plaza Hotel and Spa : Job Details

The Monterey Plaza Hotel & Spa is a luxury property. This 280 room property has four penthouse suites, over 22,000 square feet of meeting space, expansive exterior space known as the Plaza, the Promenade and the Terrace, and an award-winning food and beverage program. Banquets, Coastal Kitchen, Schooners Bar, Lobby Lounge, Tidal Coffee, and Room Service provide guests, groups, and local visitors numerous dining options. Vista Blue Spa offers a wide array of services in an outstanding location on the penthouse suite level and hosts the Fitness Center in addition to retail and sundries. The Monterey Plaza's mission is to consistently operate as one team, to produce raving fans, loyal guests and associates while achieving annual financial expectations. Enthusiastically taking care of our guests defines hospitality at our property. We are seeking a Reservations Agent to join our team. Our Reservations Agents provide a warm and gracious first impression to our guests. They answer telephone inquiries in a friendly and courteous manner, while utilizing sales techniques in order to secure and process reservations for guest accommodations in a timely manner consistent with the Hotel's high standards of quality. ESSENTIAL DUTIES and RESPONSIBILITIES

• Answers all reservations related incoming calls in a friendly and courteous manner using proper telephone etiquette and using clear verbal English communication.
• Arranges reservations for Hotel services (i.e. Restaurant Reservations, etc.) as per the guest's request.
• Listens attentively to understand guests' inquiries and requests.
• Promptly provides accurate information regarding availability, accommodation types and quotes correct room rates.
• Assigns reservation in the computer system based on the guest's preference and availability.
• Reads, retrieves, communicates and verifies information including confirmation number(s) to the caller.
• Answers questions regarding the Hotel facilities and services, as well as information regarding local attractions, directions, etc.
• Memorizes and recites applicable deposit and guarantee policies as requested.
• Accurately inputs and retrieves data from the computer reservations system.
• Follows all safety, hygiene and cleanliness protocols at all times.
• Maintains database for all definite arrivals.
• Conduct a daily call around to surrounding hotels.
• Checks expected arrivals for any duplicate reservations.
• Ensure the utmost accuracy of any reservation (i.e. billings, room type or rate).
• Handles complaints in a tactful manner and negotiates resolutions such as alternative accommodations when the Hotel is sold out.
• Telephones customers to advise of changes, cancellations or to confirm reservation.
• Maintains advance or current inventory of available guestrooms.
• Research and Charge No Show reservation on a daily basis.
• Research, process and respond to commission inquiries, as needed.
• Provide assistance at the front desk as needed.
• All other duties as assigned by the Supervisor.

Regular attendance in conformance with the standards, which may be established by the Hotel from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action up to and including termination. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Hotel. Upon employment, all employees are required to fully comply with the Hotel rules and regulations for the safe and efficient operation of the Hotel facilities. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to effectively deal with customers, some of who will require high levels of patience, tact and diplomacy to defuse anger to collect correct information.
• Able to listen effectively and to speak English clearly over the telephone.
• Able to access, read and accurately input information using a moderately complex computer system
• Ability to read and interpret documents such as operating instructions, procedure manuals and Hotel safety rules.
• Ability to write routine reports and correspondence.
• Able to communicate effectively with the public and with other team members.
• Able to type 40 words per minute
• Ability to calculate figures and amounts such as discounts occupancy percentages and sales volume.
• English writing skills in the event that the computer system is inaccessible and manual documentation of the reservation is required.
• Meets legal age requirements for the position.

EDUCATION and/or EXPERIENCE High school diploma is preferred. Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. One-year prior customer service experience is preferred. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms and walk. The employee must frequently lift and/or move up to 10 pounds. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. GROOMING All employees must maintain a neat, clean and well-groomed appearance (specific standards available.) PAY SCALE The pay scale for this position is $21.30 per hour. This is the wage rate for this position that the Hotel reasonably expects to pay. The Monterey Plaza Hotel & Spa is an equal employment opportunity employer. Company policy prohibits unlawful discrimination based on race, color, national origin, ancestry, ethnicity, religion (including religious dress and grooming), sex, gender, sexual orientation, gender identity (including gender-related appearance and behavior), partnership status, pregnancy (childbirth, breastfeeding, or related medical condition), age, physical or mental disability, medical condition, military or veteran status, status as a victim of domestic violence, sexual assault, or stalking, genetic information, marital status, ethnicity, alienage, citizenship status or any other protected classification, in accordance with applicable federal, state, and local laws. Consistent with the American's With Disabilities Act, applicants may request accommodation needed to complete the application process. Please contact the People and Culture Department if you have any questions regarding this policy.