Process all reservation requests, changes, and cancellations received by phone,
fax, or mail. Identify guest reservation needs and determine appropriate room
type. Verify availability of room type and rate. Explain guarantee, special
rate, and cancellation policies to callers. Accommodate and document special
requests. Answer questions about property facilities/services and room
accommodations. Follow sales techniques to maximize revenue. Input and access
data in reservation system. Indicate special room reservation types (e.g.,
complimentary rooms, employee discounts, travel agent inspection rates, and
wholesale reservations) by inputting the correct code and rate into the
reservation system. Follow proper escalation procedures when addressing guest
concerns.
Follow all company policies and procedures; ensure uniform and personal
appearance are clean and skilled; maintain confidentiality of proprietary
information; protect company assets; protect the privacy and security of guests
and coworkers. Welcome and acknowledge all guests according to company
standards; anticipate and address guests’ service needs; assist individuals with
disabilities; thank guests with genuine appreciation. Speak with others using
explicit and skilled language; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others; support team to
reach common goals; listen and respond appropriately to the concerns of other
employees. Comply with quality assurance expectations and standards. Move, lift,
carry, push, pull, and place objects weighing less than or equal to 10 pounds
without assistance. Perform other reasonable job duties as requested by
Supervisors.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.