Reservations Agent

Description

GENERAL PURPOSE

The Inns of Monterey Reservation Agent will respond in a professional and courteous manner to telephone inquiries regarding reservations and hotel information for all five boutique hotels by providing accurate and timely information and service.

ESSENTIAL DUTIES/RESPONSIBILITIES

Responds to telephone inquiries and reservation requests by explaining product and service options in order to sell rooms. Gathers needed information from customer in order to confirm reservation.

Negotiates rates and upsells rooms in order to increase occupancy and maximize revenues. Promotes the five hotels and its services in order to capture customers and increase revenues.

Operates reservations system by entering and accessing data in order to provide callers with accurate hotel information. Duties will include manual and computerized skills.

Provides accurate and up-to-date manual and computerized reports on daily and monthly room and reservations information in order to assist management with forecasting, tracking and staffing.

Enters all special room requests into computer or manual system and alerts front desk staff of special requests in order to ensure department follow-through and guest's satisfaction.

Keeps up-to-date on all local and hotel functions and services in order to efficiently respond to telephone inquiries.

Inputs group and tour reservations as they are received from the sales department in order to best utilize hotel facility and maximize revenues.

Maintains a friendly, cheerful and courteous demeanor at all times.

Performs other duties as assigned, requested or deemed necessary by management.

Maximize overall hotel revenues through up-selling, cross selling sister properties, and recommending hotel/sister facilities such as dining and spa services.

OTHER DUTIES/RESPONSIBILITIES

Provides assistance to other employees and departments to contribute to the best overall performance of the department and hotel.

SUPERVISORY DUTIES - None

Qualifications

JOB QUALIFICATIONS

Knowledge

Must have basic customer service skills and PC operation. Must be extremely adept communicator and fluent in oral and written English.

Skills

Must have vision to read small details on monochrome computer screen, detailed computer printouts and written communiques.

Must have manual dexterity to use computer key board and handle written material.

Abilities

Must have ability to detect and trace computer and manual errors when reviewing reservations data for report preparation.

Must have ability to communicate verbally and to follow written or verbal instruction.

Must be able to use tact and understanding when dealing with demanding or unpleasant customers.

Must be able to memorize facts and figures.

Must be organized and display patience when handling more than one call at a time.

Must be friendly, enthusiastic and helpful.

Education/Formal Training

High school diploma or equivalent.

Experience

No previous experience required.

Material/Equipment Used

Telephone, calculator, PC.

Environment

Prolonged sitting throughout entire shift at computerized or manual work station in office environment