Reservations Agent
Company Name:
Destination Hotels & Resorts
Reservations Agent
Property Stowe Mountain Lodge
Company Introduction Destination Hotels & Resorts began in 1972 with the development and management of condominium resorts. Since then, we have grown to become consistently ranked as one of the top ten hospitality & property management companies in the country (ranked by Hotel Business Magazine) with more than 9,300 employees, over 9,600 hotel rooms and condominium units, and more than $2.2 billion in assets under management. We are a wholly owned subsidiary of Los Angeles-based Lowe Enterprises, a privately-held, national real estate organization active in commercial and hospitality property management investment, and development. Since its inception, Lowe has been responsible for more than $16 billion in assets nationwide.
Destination Hotels & Resorts fosters a creative, entrepreneurial and energetic work environment where people come to work and have the opportunity to make personal contributions to the business in which they work. We value passionate people who love to be challenged and desire the freedom to contribute to the overall success of the organization, while accepting full responsibility and accountability. Your role will be integral to the success of meeting our clients expectations and the continued growth of the company. We strive to create a work place culture that values family, work life balance, and community. We help develop our associates and provide support for them to be professionally successful and to have future growth opportunities predicated on that success.
Property Introduction Stowe Mountain Lodge, the newest preeminent mountain resort to open in New England in more than 50 years, has expanded boasting more than 300 tastefully appointed accommodations. Surrounded by 2,000 acres of environmentally protected pristine Vermont land, Stowe Mountain Lodge offers a luxurious, four-season resort experience amidst a quintessential and historic New England setting. World-class services and five-star amenities greet guests, such as spacious guest-rooms with breathtaking mountain vistas, a 21,000 square foot spa and wellness center, an 18-hole Bob Cupp wilderness golf course and an artisan-inspired restaurant featuring farm-to-table seasonal cuisine. In addition, Stowe Mountain Lodge provides the perfect base camp for unlimited year-round alpine adventure. Located ski-in/ski-out to Stowe Mountain Resort featuring the legendary Front Four ski terrain, the Lodge has helped bring Stowe back to its glory as the ski capital of the East. This extraordinary address is also home to other world-famous recreational activities such as hiking and snow-shoeing excursions led by an in-house experts, mountain biking, horse-drawn carriage rides, and farm-to-table cooking demonstrations with the Solstice Executive Chef. A bustling pedestrian esplanade boasts high-end shops and boutiques, a performing arts center and breath-taking views of the mountain.
Job Description
JOB OVERVIEW
Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.
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:
oAll hotel facilities/services, hours of operation.
oAll guest room layouts, bed types, decor, appointments and locations.
oRoom availability for any given day.
oRestricted dates, rates and room types.
oAll room rates, packages and promotions.
oSpecific arrangements between hotel and travel agencies, corporate reservations center.
oEntertainment/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.
Required Qualifications
Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.
Compute basic arithmetic.
Fluency in English both verbally and non-verbally.
Provide legible communication and directions.Ability to:
perform job functions with attention to detail, speed and accuracy.
prioritize and organize.
be a clear thinker, remaining calm and resolving problems using good judgement.
follow directions thoroughly.
understand guest s service needs.
work cohesively with co-workers as part of a team.
work with minimal supervision.
maintain confidentiality of guest information and pertinent hotel data.
suggestively sell.
input and access information in the property management system/computers.
Preferred Qualifications
City Stowe
State Vermont
Job Type Full Time
Type of Position Hourly PositionEstimated Salary: $20 to $28 per hour based on qualifications.
Destination Hotels & Resorts
Reservations Agent
Property Stowe Mountain Lodge
Company Introduction Destination Hotels & Resorts began in 1972 with the development and management of condominium resorts. Since then, we have grown to become consistently ranked as one of the top ten hospitality & property management companies in the country (ranked by Hotel Business Magazine) with more than 9,300 employees, over 9,600 hotel rooms and condominium units, and more than $2.2 billion in assets under management. We are a wholly owned subsidiary of Los Angeles-based Lowe Enterprises, a privately-held, national real estate organization active in commercial and hospitality property management investment, and development. Since its inception, Lowe has been responsible for more than $16 billion in assets nationwide.
Destination Hotels & Resorts fosters a creative, entrepreneurial and energetic work environment where people come to work and have the opportunity to make personal contributions to the business in which they work. We value passionate people who love to be challenged and desire the freedom to contribute to the overall success of the organization, while accepting full responsibility and accountability. Your role will be integral to the success of meeting our clients expectations and the continued growth of the company. We strive to create a work place culture that values family, work life balance, and community. We help develop our associates and provide support for them to be professionally successful and to have future growth opportunities predicated on that success.
Property Introduction Stowe Mountain Lodge, the newest preeminent mountain resort to open in New England in more than 50 years, has expanded boasting more than 300 tastefully appointed accommodations. Surrounded by 2,000 acres of environmentally protected pristine Vermont land, Stowe Mountain Lodge offers a luxurious, four-season resort experience amidst a quintessential and historic New England setting. World-class services and five-star amenities greet guests, such as spacious guest-rooms with breathtaking mountain vistas, a 21,000 square foot spa and wellness center, an 18-hole Bob Cupp wilderness golf course and an artisan-inspired restaurant featuring farm-to-table seasonal cuisine. In addition, Stowe Mountain Lodge provides the perfect base camp for unlimited year-round alpine adventure. Located ski-in/ski-out to Stowe Mountain Resort featuring the legendary Front Four ski terrain, the Lodge has helped bring Stowe back to its glory as the ski capital of the East. This extraordinary address is also home to other world-famous recreational activities such as hiking and snow-shoeing excursions led by an in-house experts, mountain biking, horse-drawn carriage rides, and farm-to-table cooking demonstrations with the Solstice Executive Chef. A bustling pedestrian esplanade boasts high-end shops and boutiques, a performing arts center and breath-taking views of the mountain.
Job Description
JOB OVERVIEW
Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.
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:
oAll hotel facilities/services, hours of operation.
oAll guest room layouts, bed types, decor, appointments and locations.
oRoom availability for any given day.
oRestricted dates, rates and room types.
oAll room rates, packages and promotions.
oSpecific arrangements between hotel and travel agencies, corporate reservations center.
oEntertainment/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.
Required Qualifications
Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.
Compute basic arithmetic.
Fluency in English both verbally and non-verbally.
Provide legible communication and directions.Ability to:
perform job functions with attention to detail, speed and accuracy.
prioritize and organize.
be a clear thinker, remaining calm and resolving problems using good judgement.
follow directions thoroughly.
understand guest s service needs.
work cohesively with co-workers as part of a team.
work with minimal supervision.
maintain confidentiality of guest information and pertinent hotel data.
suggestively sell.
input and access information in the property management system/computers.
Preferred Qualifications
City Stowe
State Vermont
Job Type Full Time
Type of Position Hourly PositionEstimated Salary: $20 to $28 per hour based on qualifications.
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