Job Title: Reservations Agent
Department: Administrative/Sales, Marketing and Reservations (SMR)
Supervisor: Director of SMR
JOB SUMMARY
Agent is responsible for taking incoming calls regarding reservations, cancellations, or any other reservation changes in a professional and friendly manner. Must have above average communication skills, require limited supervision, interact on a moderate basis with co-workers and be able to interact extensively and professionally with guests. Must have mental aptitude to make quick decisions, resolve problems, perform simultaneous job functions, prioritize, work in stressful situations and display good attention to detail.
ESSENTIAL JOB DUTIES
1. Provide exemplary customer service to incoming calls regarding the guests’ stay, inquiries and/or accommodations while generating the maximum revenue for the Inn.
2. Modify internet reservations; follow through, document and file any reservation changes accordingly.
3. Maintain a thorough knowledge of the internet booking engine, property management system, the reservation process, availability and marketing options.
4. Input all phone call reservations into property management system.
5. Review and email confirmations.
6. Place two week call-outs to re-confirm all guests’ arrivals, rates, room types, etc.
7. Retrieve and respond to e-mail reservations/information requests.
8. Must be able to add, subtract, multiply and divide numbers accurately.
9. Process new gift certificates, including inputting to SMS and sending confirmations to guests.
10. Cover vacations of other staff in Sales departments, as necessary.
QUALIFICATIONS
Physical requirements:
1. Must be able to sit or stand in front of a computer, inputting reservations and answering phone calls for prolonged periods of time (up to 9 hours).
2. Must maintain a neat, clean and well groomed appearance (specific standards available).
3. Must be able to work in a windowless, climate controlled office and share the office space with co-workers.
Skills and Abilities:
1. Ability to access, understand and accurately input information using a computer system.
2. Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
3. Ability to read, listen and communicate effectively in English, both verbally and in writing.
4. Knowledge and skill in use of computers.
5. A high level of commitment to customer service.
6. Excellent telephone sales skills.
TOOLS AND EQUIPMENT USED IN JOB
Must operate, transport, manipulate and utilize the following on a frequent basis: computer and keyboard, printer, ten-key calculator, telephone, broom, credit card machine, spray bottle, drawers, office equipment and supplies, writing instructions and various forms and paperwork.
Education and Experience:
1. High school diploma or equivalency required.
2. Customer service experience preferred.
