Reservations Agent

Job Summary: Responds to communications from guests concerning reservations arriving by mail, telephone, fax, or Internet.

DEPARTMENTAL EXPECTATION OF EMPLOYEE:

• Adheres to Sycamore's Policies, Procedures and Safety protocols.


• Acts as a role model within and outside Sycamore.


• Maintains a positive and respectful attitude with coworkers and customers.


• Consistently reports to work on time prepared to perform duties of position.

DUTIES AND RESPONSIBILITIES:

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Regular and reliable attendance.


• Answers the phone.


• Processes reservations by mail, telephone, fax, or Internet.


• Processes reservations from the sales office, other hotel departments, and travel agents.


• Demonstrate thorough knowledge of the property, room types and room amenities.


• Knows the selling status, rates, and benefits of all packages and specials.


• Creates and maintains reservation records.


• Prepares letters of confirmation.


• Communicates reservation information to the front desk.


• Processes cancellations and modifications and promptly relays this information to the front desk.


• Understands the resort's policy on guaranteed reservations and no-shows.


• Tracks future room availability on the basis of reservations.


• Assists in pre-registration activities when appropriate.


• Monitors advance deposit requirements.


• Employees may occasionally be asked to perform work on special assignments in addition to normal job duties.

CUSTOMER SERVICE:

• Resolves guest problems quickly, efficiently, and courteously.


• Maintains detailed knowledge about the hotel's services and hours of operations.


• Make sure that all our guests get the highest level of service.


• Maintain and train the highest levels of customer service to all staff.


• Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy.


• Review Customer Surveys and share results with staff.

QUALIFICATIONS:

To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

• 1-2 years hospitality or customer service, preferably in hotel/reservations setting.


• Must be able to work holidays, weekends and evenings.


• Bilingual skill is a plus.


• Excellent phone etiquette and ability to multitask across different systems.


• Sales focused mindset. Ability to drive conversation and upselling.


• Proficient in Microsoft Word, Excel, POS and Payroll systems.


• Excellent written and oral communication skills.


• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.


• Acute attention to detail for reservations and notes.


• Proficient on Microsoft Word, Excel, and outlook. Knowledge of PMS (Maestro), AKIA, Book 4 Time a plus.


• Excellent customer service skills.


• Ability to understand and follow written and verbal instructions.


• Professional appearance and demeanor.


• Ability to effectively communicate with people at all levels and from various backgrounds.


• Typing skills and ability to operate standard office equipment including copier, fax, telephone, calculator, etc.

PHYSICAL/MENTAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following:

• Calculate figures and amounts.


• Coordinate multiple tasks simultaneously.


• Ability to work in stressful situations.


• Ability to work in a constant state of alertness and in a safe manner.


• Stand, sit and walk for long periods of time or an entire shift, repetitive motions, climb stairs, balance, stoop, squat, bend, twist, kneel, reach, grasp and squeeze with both hands. Talk or hear; taste or smell.


• The employee must occasionally lift and/or move, carry, push and pull up to 30lbs.

WORK ENVIRONMENT:

The work environmental characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.

Work conditions include exposure to scents, mineral water sulfur odors and uneven surfaces.

** Must have evening availability. **