What are the responsibilities and job description for the Reservations Agent position at Lago Mar Beach Resort?
Job Description
Job Description
POSITION PURPOSE :
To answer telephone inquires in a friendly and courteous manner, employ sales techniques in order to secure and process reservations for guest accommodations in a timely manner consistent with high standards of quality.
ESSENTIAL FUNCTIONS :
Answer the telephone and greet prospective guests in a friendly manner using clear, verbal communication. Listen to callers to understand inquiries and requests. Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc. Promote marketing programs, Assign reservations based on guest preferences and availability.
Read, retrieve, communicate and verify information including confirmation number to caller. Input and retrieve data using a computer reservation system and utilizing codes for efficiency. Requires legible writing skills in the event the computer system is inaccessible and manual documentation of reservations is required.
Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Memorize and communicate applicable deposit and guarantee policies as requested. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.
Other :
Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.
Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
Upon employment, all employees are required to fully comply with rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
SUPPORTIVE FUNCTIONS :
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.
- Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
- Use the photocopier to make copies of items as required.
- Initiate reports and retrieve printed forms from computer.
- Verify credit card authorizations for processing advance deposits.
- Other duties as assigned.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
QUALIFICATION STANDARDS
Education :
Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities necessary to perform the functions of the job.
Experience :
No prior experience required. Prior communications, reservations, hospitality and / or computer experience preferred.
Licenses or certificates :
No special licenses required.
Grooming :
All employees must maintain a neat, clean and well-groomed appearance (specific standards available).
Other :
Applicants with additional language skills preferred.