Reservations Agent

Description

Essential Purpose: To provide courteous, informative first contact with potential guests of the hotel, in order to optimize Reservations sales.

Essential Duties: 

• To understand and respond to all guest needs and requests in a timely and professional manner.
• To resolve all customers complaints in a diplomatic and effective manner, enlisting the support of the Senior Operations Manager if needed.
• To be completely familiar with all hotel information necessary to increase revenues and enhance customer satisfaction, including current special rates and restrictions; types and locations of rooms and suites available; and services, costs, hours, and location of all hotel amenities, facilities, and outlets.
• To be completely familiar with hotel emergency procedures, and provide calm, reassuring assistance to guests and fellow employees in the event of an emergency.
• To follow all specified procedures to properly perform routine job tasks, including processing advance deposit checks; in-putting group contracts and hotel reservations; handling cash, credit, and check cashing transactions; and handle room revisions, tee times and dinner reservations; process amenities, run required report; monitor and update wait list request.
• To actively “up-sell” customers, to increase room revenue. 
• To actively promote guest use of hotel services and facilities.
• To be continually aware of room/suite availability, and to oversell accommodation types only as approved.
• To strictly adhere to a selective sales policy, weighing the value of each request before accepting it.
• To answer Reservations phones promptly and professionally, following appropriate standards of business etiquette to respond to callers' requests.
• To follow standard hotel telephone procedures at all times by answering all calls within 3 rings, utilizing hotel telephone directory and then transferring the call to the appropriate destinations.
• To understand and uphold all hotel policies regarding cancellations, guarantees, no shows, wait list, deposit requirements, and 6:00 p.m. limit on holding reservations.
• To be familiar with the workings of the Sales and Front Desk departments and understand how they interface with Reservations.
• To follow all policies and procedures of the Front Desk department and Temecula Creek Inn. 
• To immediately report all suspicious occurrences and hazardous conditions. 
• To maintain the cleanliness and safety of work areas at all times. 
• To practice safe work habits at all times, to avoid injury to self and others. 
• To comply with company and departmental safety rules and regulations, including the proper handling of all relevant equipment.
• To attend all mandatory meetings, as directed. 
• To perform other tasks, including cross-training, as directed.

Requirements

Knowledge + Education: High school diploma or equivalent required. English fluency required. Must have a minimum one year experience in sales or customer service position, preferably with heavy telephone contact. Previous hotel/resort experience preferred. Must have some computer experience. Must accurately type a minimum 50 WPM. Must display knowledge of currently accepted business telephone etiquette.

Skills: Detail oriented. Organized and efficient. Learns quickly. Safety­ minded. High quality standards for production and service. Diplomatic and calm. Strong verbal communications skills. Courteous, friendly, and professional manner. Good team player. Customer service focus. Able to work productively with little supervision. Trustworthy and reliable.

Physical Demands: Sits at desk approximately 90% of shift wearing telephone headset. Stands/walks approximately I0% of shift. Heavy use of phones, daily. Intermittent use of personal computer approximately 65% of shift, daily.

Temecula Creek Inn is an Equal Opportunity Employer M/F/V/D