Hote Reservations Agent

Hotel Reservations Agent

Miami, FL

The DoubleTree by Hilton Miami Airport Convention Center  is seeking an experienced Hotel Reservations Agent to join our team.  This position is 100% on-site, no remote work. 

 
The DoubleTree by Hilton Hotel Miami Airport Convention Center is conveniently situated just south of Miami International Airport off the Dolphin Expressway adjacent to the Blue Lagoon Business District. The hotel features 334 guestrooms, onsite dining, fitness room, outdoor pool, business center, complimentary High-Speed Internet Access, 24,000 square feet of retail space, 20,000 Square feet of Hotel Meeting and Function Space and a Convention Center with 152,000 square feet of meeting, event and exhibit space.

This position will be an exempt position and will report to the Reservations Manager.

Hotel Reservations Agent will work within the Reservations and Front Desk Teams and performs routine procedures in order to maximize revenue and Guest satisfaction.  The agent will work with the Reservation, Revenue and Sales Teams to develop future and repeat business opportunities. 

Job Responsibilities:

• Monitor and analyze Rooms Inventory maximizing occupancy and increase average rate. This includes monitoring and inputting Airline Crew and Group Blocks, room assignments, determining cut off dates, Rate Restrictions and out of order rooms. Coordinate with all Front Office shifts to ensure guest satisfaction and efficiency.
• Process and handle group rooming lists, reservations, and employee reservation requests by inputting data into the reservations system and credit approval for guests. Ensure accuracy, efficiency in processing information timely and accurately.
• Total responsibility of room placement accuracy for guests and VIPs coordination according to guidelines set by Front office Manager, General Manager and Contracts.
• Communicate with sales and front office departments in order to coordinate and monitor guest room blocks and special reservation needs.
• Calculate and prepare Rooms Reports to determine sources of business using various computer systems.
• Assist in the development and revisions of forecasts for the Rooms Department Yield Meeting as needed.
• Process all RFP’s, DoubleTree by Hilton mail, guest correspondence and Hilton Honors.
• Stay current with all DoubleTree by Hilton OnQ requirements and upgrades.
• As necessary on shift, perform all guest service agent functions including but not limited to checking in/out of hotel guests, resolving complaints and reporting adjustments upon occurrence, answer questions regarding hotel facilities, PBX duties, etc.

• Must be able to consistently report to work on time as scheduled and be prepared to work as scheduled. Flexible and weekends are a must.
• Initiate and prepare reports from DoubleTree by Hilton database such as Star reports, Hilton Honors arrivals.
• Assist office in any other administrative duties as needed such as filing and sending faxes.
• Maintain an open line of communication between guests, employees and management.

Qualifications/ Skills:

Education & Experience:

• High School diploma or equivalent required. 
• At least 2 to 3 years of progressive experience in a hotel or a related field required. 
• College course work in related field helpful. Previous supervisory responsibility preferred

Physical requirements: 

• Must be able to evaluate and select among alternative courses of action quickly and accurately. 
• Must be able to multitask. 
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity. 
• Must routinely meet deadlines. 
• Must be effective in handling problems in the workplace; including anticipating, preventing, identifying and solving problems as necessary. 
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests. 
• Must be able to work with and understand financial information and data, and basic arithmetic functions. 
• Preferable prior reservations experience and Hotel experience.
• Flexible and long hours sometimes required. 
• Exerting up to 50 pounds of force occasionally, to lift, carry, push, pull or otherwise move objects.  
• Ability to stand during entire shift.
• Must be able to convey information and ideas clearly. 

The DoubleTree by Hilton Miami Airport Convention Center offers Medical, Dental, Vision, a 401k plan, Hilton travel benefits, free lunch, and parking.

The DoubleTree by Hilton Miami Airport Convention Center is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. M/F/V/D