Reservations Agent

POSITION SUMMARY

KEY RESPONSIBILITIES

• The key responsibilities of the Reservations Agent include but are not limited to:
• Provides superior service for all guest calls; answers internal and external phone promptly, professionally with a friendly greeting & identifying self; addresses guest by name and uses callers name minimum 3 times during the interaction.
• Explains room rate structure, available rooms, method of payment/guarantee and cancellation policies, facilities and services; collects pre-registration information e.g. (name, e-mail, CC number, etc.)
• Enters guest reservation details into Opera system; reviews and sends written confirmation to the guest
• Completes reservations and other duties in an efficient and accurate manner; offers further assistance within the hotel Services and facilities to all callers; promotes Hotel facilities to guests through selling and up-selling
• Reserves callers in hotel restaurants for dine-in and/or refer to restaurant managers as appropriate.
• Receive and processes room service orders using Silverware. Ensure accuracy of the orders at the point of sale and liaise with servers and/or kitchen for any menu modifications. Learn and stay updated on the In-Room Dining Menu. Escalate any discrepancies to supervisors.
• Enter wake-up calls into the system accurately and track daily. Assist with manual wake-up calls when the system is unavailable.