communications and reservations agent

• 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 professional; 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 clear and professional 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.

License or Certification: None