Reservations Agent

Job Description

Provide meeting planners and event service managers’ one reservations point of contact. Handle all reservations aspects of a group. Handle room block monitoring, rooming lists, reporting pick up, VIP and upgraded accommodations, monitor adherence to contractual obligations and concessions, client correspondence relating to reservations and other group reservation functions as well as work as a Group Rooms Coordinator. This is a full-time non-exempt position with expectation to work necessary business hours to ensure business needs are met during the operation of the Group Rooms Department.

Work Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer all incoming calls in a friendly and efficient manner.
• Support the Galt House hallmarks and service standards.
• Provide guests with the requested information concerning the city and the hotel and its services.
• Obtain the necessary information from the guests, enter it into the PMS and generate PMS reports. Process all incoming reservations received via rooming lists, mailed or in-house correspondence, housing bureau forms or facsimiles. (All reservation Systems)
• Mail confirmation and literature requests or reply via facsimile and administrative message when requested.
• Monitor accuracy of group blocks including cutoff date, pick up, suite blocks, rates etc.
• Set up a file trace system for each group with regular documented conversations with clients, event service managers and Reservations Manager.
• Review rooming lists for accuracy in format and billing and ensure prompt processing to include review of master billing accuracy which can include commission and rebate reporting.
• Identify, block and process staff and VIP lists with each group.
• Ensure appropriate information is available for individual call-in groups.
• Process deposits and address reservations billing issues on groups assigned.
• Monitor Housing Bureau pick up and communicate with management.
• Block special request reservations and suites.
• File daily reservations and other correspondence.
• Answer questions concerning reservations for employees of other departments including but not limited to Sales, Event Services, Executive Office, and Guest Relations.
• All other Duties Assigned.

Qualifications

• 2-5 years’ experience in a call center preferred
• High School degree or equivalent required
• Keyboard and telephone experience in a call center
• High degree of accuracy, attention to detail and confidentiality
• Customer/Client Focus.
• Multitask in high volume call environment.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Excellent data entry skills
• Excellent Customer Service Skills.
• Ability to reason and use strong judgment skills.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Competent at working independently on recurring projects.

The Galt House Hotel offers a comprehensive benefits package which includes medical, dental, 401k, a complimentary meal in the associate cafeteria, complimentary parking, a discounted monthly TARC bus pass and much more.

The Galt House Hotel is a Drug Free Workplace, creating a culture of care where diversity is welcomed.