Job Description
Summary : TheReservations Agent at Beauport Hotel Gloucester is responsible for providingoutstanding service to all guests of the hotel. This position will bookreservations for guest rooms, take all incoming calls, and answer all needs ofguests and visitors.
Responsibilities :
Essential functions of the position are below. Additional duties may be assigned asrequired.
ReservationManagement :
- Accurately book and confirm guest roomreservations via phone, email, and online platforms.
- Provide detailed information about room rates,packages, promotions, and availability.
- Modify or cancel reservations as requested,ensuring accurate records in the system.
- Maintain knowledge of hotel room types, servicesand amenities.
Guest Service :
Respond promptly and courteously to all incomingcalls, addressing guest needs and inquiries.Offer personalized recommendations and solutionsto enhance the guest experience.Offer detailed information on local attractions,transportation options, and hotel amenities to enhance the guest stay.Handle guest concerns or complaints withprofessionalism and empathy, escalating issues to management when necessary.Assist with special requests, such as roompreferences, special occasions, or accessibility needs.Proactively reach out to guests before arrivalto confirm details and personalize their experience.Coordinate with housekeeping and maintenanceteams to ensure rooms are prepared according to guest preferences or specialneeds.Communicationand Coordination :
Collaborate with other hotel departments,including front desk and housekeeping, to ensure a smooth guest experience.Relay important guest information, such as latearrivals or special instructions, to the appropriate teams.Maintain accurate records of all reservationsand guest interactions in the hotel's reservation system.Follow company policies and procedures forbilling, payment, and confidentiality of guest information.Physical Demands and Work Environment :
Ability to sit for long periods of time, as wellas the ability to stand and walk as needed during shift.Ability to lift up to 30lbs.Hotel property with 94 Guest Rooms.Work will primarily take place in front of househotel areas, public spaces, incl. lobby and front desk work areas.Requires ability to work in small space and bein close proximity to coworkers.The Beauport Hospitality Group is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, national origin, gender, age, religion, disability, sexual orientation, veteran status, or any other status or characteristic protected by law.
Experience and Skills
Qualifications :
At least 2 years customer service experience,hotel environment preferred. Additional experience in a call center or salesenvironment helpful.Professional and confident verbal communicationskills.Ability to work a flexible schedule, includingnights, weekends, and holidays.Job Benefits
Eligible to participate in Beauport Hospitality Group's Full Benefit Package.
