Reservations Agent
Company Name:
The Inverness Hotel & Conference Center
Job Description
JOB OVERVIEW
The Reservation Sales Agent handles in a friendly manner, all incoming reservation calls with efficiency and professionalism, is able to make reservations, cancellations and answer questions on rates, hotel facilities, services and special promotions. In addition, provides genuine service through actions that display self-confidence, grace and courtesy to guests and colleagues.
1. Takes reservations and accurately inputs them into the computer system.
2. Is able to describe every room type in a precise and detailed manner.
3. Answers inquiries of room rates, outlets, room locations, resort events and activities.
4. Assists with pre-arrival booking of resort outlets (restaurant, golf, spa and skiing)
5. Interacts with Group Rooms Coordinator on bookings.
6. Accommodates all guests' special requests in a professional manner and effectively communicates with all the departments.
7. Posts advance deposits and keeps accurate records of deposits.
8. Completes all necessary projects by the assigned times. Completes documents as directed and to specifications.
9. Creates the first experience with the guests.
10. Maintains an up-to-date working knowledge of all resort amenities as well as any special events.
11. Maximizes revenue and cash flow by promoting resort services,special hotel programs, packages and upgrades when appropriate.
12. Interacts with resort staff in a professional manner, assisting other departments with necessary information.
13. Communicates all pertinent information to the Revenue Manager and Reservations Manager.
14. Creates cost saving controls,ensures economical and safe use of supplies and equipment.
15. Upholds all safety standards of Stowe Mountain Lodge and Destination Hotels and Resorts.
16. Is able to communicate verbally and in writing in English.
17. Is ateam playerandinteracts with all guests and fellow Associates in a positive and friendly manner.
Qualifications: EDUCATION, KNOWLEDGE, TRAINING, & WORK
Experience:
High school diploma or equivalent required. College degree preferred.
Prior hotel or hospitality experience preferred.
Pleasant speaking voice
Bilingual preferred.
Previous reservations experience preferred.
Must be able to type accurately (30 words per minute).
Excellent communication skills.
Technical proficiency (basic computer applications).
Attention to detail.
ESSENTIAL JOB FUNCTIONS
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge of:
All hotel facilities/services, hours of operation.
All guest room layouts, bed types, decor, appointments and locations.
Room availability for any given day.
Restricted dates, rates and room types.
All room rates, packages and promotions.
Specific arrangements between hotel and travel agencies, corporate reservations center.
Entertainment/special events scheduled in the hotel.
Access all functions of the computer system.
Set up workstation with necessary supplies and resource materials.
Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
Ascertain callers'' needs through open-ended questions.
Describe room accommodations and all amenities.
Obtain all designated information to book a reservation.
Accommodate special requests and designate such in system.
Access guest history records to best service guests; maintain accurate information in guest history files.
Maximize rate for all reservations.
Promote and sell holiday and other packages to callers requesting reservations on designated dates.
Assist callers with dining room reservations and amenity orders.
Verify availability. Suggest alternate dates for sold-out dates.
Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
Set up proper billing accounts (i.e., room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
Verify all reservation information with caller to ensure accuracy.
Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
Document all information for manual reservations on designated form.
Input all manual reservations into the system.
Obtain approval from Front Desk management for same day reservations on near sell-out dates.
Process confirmation letters.
Designate and apply appropriate travel agency commissions.
Initiate deposit refunds for non-group reservations.
Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.
Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales.
Set up group room blocks in the system. Book group reservations against the room block.
Input group rooming lists.
Monitor group cut-off dates and review with Sales or group contact.
Review group resumes and convey all pertinent information in the system to appropriate personnel.
Monitor and maintain wait lists daily.
Process requests for mailing brochures, correspondence and package information.
Compile and maintain information for daily/weekly/monthly reports.
Review status of assignments and any follow-up action with on-coming Agent.
Qualifications: EDUCATION, KNOWLEDGE, TRAINING, & WORK
Experience:
High school diploma or equivalent required. College degree preferred.
Prior hotel or hospitality experience preferred.
Pleasant speaking voice
Bilingual preferred.
Previous reservations experience preferred.
Must be able to type accurately (30 words per minute).
Excellent communication skills.
Technical proficiency (basic computer applications).
Attention to detail.
Customer service experience.
Strong organizational and time management discipline.
Understanding of hospitality operating systems.
Operate effectively in stressful situations.
Ability to multi-task.
Ability to adapt to changing guest needs.
Preferred Qualifications
Position Title: Reservations Agent
Property: Stowe Mountain Lodge
City: Stowe
State: Vermont
Job Type: Full Time
Type of Position: Hourly Position
Salary: $12.00Estimated Salary: $20 to $28 per hour based on qualifications.
The Inverness Hotel & Conference Center
Job Description
JOB OVERVIEW
The Reservation Sales Agent handles in a friendly manner, all incoming reservation calls with efficiency and professionalism, is able to make reservations, cancellations and answer questions on rates, hotel facilities, services and special promotions. In addition, provides genuine service through actions that display self-confidence, grace and courtesy to guests and colleagues.
1. Takes reservations and accurately inputs them into the computer system.
2. Is able to describe every room type in a precise and detailed manner.
3. Answers inquiries of room rates, outlets, room locations, resort events and activities.
4. Assists with pre-arrival booking of resort outlets (restaurant, golf, spa and skiing)
5. Interacts with Group Rooms Coordinator on bookings.
6. Accommodates all guests' special requests in a professional manner and effectively communicates with all the departments.
7. Posts advance deposits and keeps accurate records of deposits.
8. Completes all necessary projects by the assigned times. Completes documents as directed and to specifications.
9. Creates the first experience with the guests.
10. Maintains an up-to-date working knowledge of all resort amenities as well as any special events.
11. Maximizes revenue and cash flow by promoting resort services,special hotel programs, packages and upgrades when appropriate.
12. Interacts with resort staff in a professional manner, assisting other departments with necessary information.
13. Communicates all pertinent information to the Revenue Manager and Reservations Manager.
14. Creates cost saving controls,ensures economical and safe use of supplies and equipment.
15. Upholds all safety standards of Stowe Mountain Lodge and Destination Hotels and Resorts.
16. Is able to communicate verbally and in writing in English.
17. Is ateam playerandinteracts with all guests and fellow Associates in a positive and friendly manner.
Qualifications: EDUCATION, KNOWLEDGE, TRAINING, & WORK
Experience:
High school diploma or equivalent required. College degree preferred.
Prior hotel or hospitality experience preferred.
Pleasant speaking voice
Bilingual preferred.
Previous reservations experience preferred.
Must be able to type accurately (30 words per minute).
Excellent communication skills.
Technical proficiency (basic computer applications).
Attention to detail.
ESSENTIAL JOB FUNCTIONS
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge of:
All hotel facilities/services, hours of operation.
All guest room layouts, bed types, decor, appointments and locations.
Room availability for any given day.
Restricted dates, rates and room types.
All room rates, packages and promotions.
Specific arrangements between hotel and travel agencies, corporate reservations center.
Entertainment/special events scheduled in the hotel.
Access all functions of the computer system.
Set up workstation with necessary supplies and resource materials.
Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
Ascertain callers'' needs through open-ended questions.
Describe room accommodations and all amenities.
Obtain all designated information to book a reservation.
Accommodate special requests and designate such in system.
Access guest history records to best service guests; maintain accurate information in guest history files.
Maximize rate for all reservations.
Promote and sell holiday and other packages to callers requesting reservations on designated dates.
Assist callers with dining room reservations and amenity orders.
Verify availability. Suggest alternate dates for sold-out dates.
Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
Set up proper billing accounts (i.e., room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
Verify all reservation information with caller to ensure accuracy.
Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
Document all information for manual reservations on designated form.
Input all manual reservations into the system.
Obtain approval from Front Desk management for same day reservations on near sell-out dates.
Process confirmation letters.
Designate and apply appropriate travel agency commissions.
Initiate deposit refunds for non-group reservations.
Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.
Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales.
Set up group room blocks in the system. Book group reservations against the room block.
Input group rooming lists.
Monitor group cut-off dates and review with Sales or group contact.
Review group resumes and convey all pertinent information in the system to appropriate personnel.
Monitor and maintain wait lists daily.
Process requests for mailing brochures, correspondence and package information.
Compile and maintain information for daily/weekly/monthly reports.
Review status of assignments and any follow-up action with on-coming Agent.
Qualifications: EDUCATION, KNOWLEDGE, TRAINING, & WORK
Experience:
High school diploma or equivalent required. College degree preferred.
Prior hotel or hospitality experience preferred.
Pleasant speaking voice
Bilingual preferred.
Previous reservations experience preferred.
Must be able to type accurately (30 words per minute).
Excellent communication skills.
Technical proficiency (basic computer applications).
Attention to detail.
Customer service experience.
Strong organizational and time management discipline.
Understanding of hospitality operating systems.
Operate effectively in stressful situations.
Ability to multi-task.
Ability to adapt to changing guest needs.
Preferred Qualifications
Position Title: Reservations Agent
Property: Stowe Mountain Lodge
City: Stowe
State: Vermont
Job Type: Full Time
Type of Position: Hourly Position
Salary: $12.00Estimated Salary: $20 to $28 per hour based on qualifications.
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