What are the responsibilities and job description for the Reservation Agent position at Carter Hospitality Group?
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
JOB DESCRIPTION:
Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Position demands accuracy with daily accounting procedures, account billing, and reservations.
ESSENTIAL DUTIES:
- Manually input reservations into the system that do not directly interface into the property’s system with precision and accuracy
- Establish relationship with online travel agencies and guests to ensure accurate rates and reservations are input into the system
- Ensure settings in the system are correct for reservations that interface with the property’s system
- Ensure all rates, rate codes, market segments and market source codes are correct for each reservation
- Complete billing on all pre-paid reservations arriving for the day
- Review house and PM accounts
- Input group blocks, group rooming list reservations and provide sales with a group rooming list for each group
- Provide excellent guest service to guest inquiries about the hotel property and provide competitive rates
- Reconcile invoices from third party companies to ensure accurate billing and commissions are paid
- Monitor hotel availability to avoid overselling rooms at the property
- Check-in and check-out hotel guests in a confident, professional, and friendly manner
- Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
- Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
- Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals - ensuring billing accuracy
- Complete all items as listed on shift checklists
- Bucket checks to be performed by each shift to verify data as it pertains to:
- 1. Guest name
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- 2. Guest address
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- 3. Room rate
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- 4. Date of departure
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- 5. Number of guests in room
- Ensure proper credit card procedures are followed at all times to include checking ID matches credit card information, credit card is swiped, and guest signature on registration slip
- Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift
- Issue guest safety deposit boxes as requested.
- Advise guests of any messages, mail, faxes, etc. received for them
- Communicate VIP arrivals to designated personnel for escort and delivery of amenities
- Take, record and relay messages accurately, completely and legibly
- Offer detailed information on the voice mail system to callers and guests wishing to leave messages
- Accept and record wake-up call requests
- Any and all duties assigned by management
MINIMUM REQUIREMENTS:
The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must have minimum of six months experience working in related field (hospitality preferred)
- Must have reliable transportation
- Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
- Must have full availability and be able to work days, evenings, nights, weekends, and holidays
KNOWLEDGE / SKILLS / ABILITIES:
- Ability to read, write and speak English (multi-lingual a plus)
- Ability to hear, understand, follow and give written and oral instructions
- Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
- Ability to work with large groups of people, and age groups
- Ability to plan, organize and conduct a wide variety of activities
- Ability to work harmoniously with fellow employees and guests
- Follow all company policies and procedures
- Ensure uniform and personal appearance are clean and professional
- Thank guests with genuine appreciation
- Speak with others using clear and professional language
- Develop and maintain positive working relationships with others
- Abilities (<8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
- Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height
