Reservations Agent - Woodmark Hotel : Job Details

Pay: $24.20 / hour - Full-TimeSUMMARY:The Reservations Agent is expected to make, confirm, and cancel reservations in a pleasant, professional, and efficient manner so as to create a positive guest impression and increase Hotel occupancy. They will monitor inventory, provide prompt & courteous handling of all requests for guest room reservations, and deploy sales strategies to maximize revenue, in order to ensure profitability of the Hotel.The Reservations Agent will cross-train with the Guest Services department, to establish seamless communication and provide the highest quality of services. The Reservations Agent is expected to provide front desk coverage and support whenever needed.The Reservations Agent shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the Woodmark Hotel & Still Spa Culture as well as promoting our hotel values of Honesty, Enthusiasm, Integrity, Accountability and Passion for Service.ESSENTIAL JOB FUNCTIONS:Answers incoming guest calls professionallyBooks reservations for guests, ensuring accuracy in each reservationResponsible for booking reservations at a targeted average rate, helping the property reach (ADR) targets.Obtains less than 2% call abandonment on a monthly basisCancels or changes reservations as requestedCapitalizes on Up-selling to maximize night stays and maximize rates, through: positioning the product, sales techniques, and personal information to help the guest make an informed decisionGenerates additional interest in all recreation / spa products, and promotes resort amenities / services as well as any special eventsResponsible for tracking calls that are turn awayMaintain complete knowledge of: All hotel facilities / services, hours of operationAll guest room layouts, bed types, dcor, appointments, and locationsRoom availability for any given day, and suggest alternate dates for sold-out datesAll room rates, packages, and promotionsSpecific arrangements between hotel and travel agencies / corporationsEntertainment / special events scheduled at the HotelPerforms daily duties on the reservations report assignmentsAnticipates and caters to the guests needs through proper training and tactical sales methodsAnswer telephone calls within 3 rings, using correct salutations and telephone etiquetteAscertain callers needs through open-ended questionsObtain all designated information to book a reservationAccommodates special requests and designate such in system, maintain records for all VIPsAccess guest history record to best service guests; maintain accurate information in guest history filesExplains guarantee and cancellation policies to callers; assigns confirmation / cancellation numbers and relay such to callerComplies with the Woodmark Hotels PCI PolicyDesignates and applies appropriate travel agency commissionsSets up group room blocks in the system, and book group reservations within the room blockInputs group rooming listsMonitors and maintains waitlists dailyMaintains strong communication with Guest Services / Front Desk, as well as performing Guest Services / Front Desk responsibilities when needed, which include, but are not limited to: Registering guests into computer system, verifying registration, address and credit informationAccepting payment for guests both at the time of registration and check outProvides general Hotel information for guestsFollows proper check-in / check-out proceduresCompletes appropriate front office reportsProvides bell services for guests; performs Concierge duties as necessaryUp-sells other hotel services and amenities to guestsFollows established Woodmark Lost and Found ProceduresCommunicates all pertinent information to the Front Office teamFollows set procedures on posting, charges, cashing checks, safe deposits and refundsRemains alert, courteous and helpful to the guests and colleagues at all timesAnticipates guests needs, respond promptly and acknowledge all guests, however busy and whatever time of dayResolves guest complaints, ensuring guest satisfactionMaintains constant awareness of safety issues and reports all safety incidents to on-duty supervisorAttends appropriate department, hotel and division meetingsMaintains an up to date working knowledge of all hotel amenities as well as any special eventsReports to work on time and according to posted schedule, maintains accurate time recordsMaintains a professional appearance. Follows all Woodmark Hotel dress code standardsPerforms other related duties as assignedEXPERIENCE & EDUCATION:High school diploma or equivalent requiredHospitality specialty degree or prior hospitality experience preferredAt least one year customer service experience preferredPrior inbound calling experience preferredJOB REQUIREMENTS:Must be a United States citizen or possess a valid work permitMust be at least 18 years of ageMust have a natural ability to interact with othersMust be able to work in a fast-paced environmentPossess a valid drivers license and have a clean driving recordMust have excellent phone etiquetteMust possesses excellent verbal and written communication skillsMust be able to read, write and speak EnglishMust have strong computer skills and working knowledge of Microsoft Office programsMust be detailed-orientated and able to work well under pressure in a fast-paced environmentMust possess excellent listening and communication skillsMust be able to accurately follow verbal and written instructionsMust be professional in appearance and demeanorMust have a passion for creating an exceptional experience for all guestsMust always ensure a teamwork environmentAbility to work a flexible schedule that may include evenings, weekends and holidaysMust have the ability to deal effectively and interact well with guests and associatesMust have the ability to resolve problems/conflicts in a diplomatic and tactful mannerWORKING CONDITIONS:Must be able to stand on feet throughout the shift, with intermittent periods of walking;Must be able to frequently lift and carry up to 25 lbs at shoulder height;Must be able to occasionally push/pull up to 75 lbsMust be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis;While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat);Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, snow, heat).This job description in no way states or implies that these are the only duties to be performed by this team member. The team member will be required to follow other instructions and perform other work-related duties requested by their supervisor.Woodmark Hotel is an Equal Opportunity Employer (EOE) and is committed to providing equal opportunities regardless of age, race, religion, color, national origin, citizenship, sex, veteran's status, disability, or any other legally protected status.Compensation details: 24.2-24.2 Hourly WagePI76a2efee5c21-26289-#######2