Reservation Agent

Job Summary

Reservation agents assist customers with booking hotel rooms and general information regarding the resort. They interact with customers over the phone and via email to answer questions and make reservations using good listening and communication skills.

Reservation agents are often the first contact a guest has with the hotel and set the tone for the guests' stay as well as are an integral part of generating room revenue for the hotel. A positive, friendly attitude and an ability to work as a team within the department and the Front Desk is required to ensure proper guest satisfaction.

Essential Job Functions

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Handle incoming calls using good listening and communication skills to secure information necessary to complete a reservation
• Use good selling techniques to up-sell when appropriate
• Process daily reports, confirmations, advance deposits, and purchase orders for future reservations
• Update GDS reservations (online reservation sites) in the reservations system (RDP) and online extranets
• Must be able to type 30 words per minute with 80% accuracy
• Additional responsibilities and duties may be added as needed
• Assist the Reservation Supervisor and Revenue Manager with Reservation Department operations
• Scrupulously follow all Driftwood and Margaritaville Lake Resort policies and procedures

Knowledge, Skills & Abilities

• Must have a comprehensive knowledge of the English language to effectively communicate with guests and associates
• Effectively communicate and coordinate with all departments during functions
• Must be able to handle multiple tasks at one time and deal well with stressful situations
• Must be able to work quickly and accurately
• Have good organizational skills and good computer knowledge
• Able to complete projects and assignments thoroughly, professionally, and with care
• Able to adjusts to high-pressure conditions and is open to change
• Assumes responsibility for personal growth and development
• Conducts him\herself (acts and dresses) professionally at all times; sets standards for all associates
• Understands and communicates the DHM/Margaritaville Lake Resort Mission
• Must be able to converse with guests, providing the necessary information with confidence
• Must possess strong communication skills, both written and verbal, with internal and external customers
• Expresses ideas and conveys information clearly, effectively, and professionally
• Able to Actively listen to others
• Conveys company information, decisions, or problems to appropriate parties on a timely basis
• Works to resolve disagreements and is respectful of peers and co-workers
• Must have exceptional mathematical and computer skills
• High school education and relevant training and experience are required. Additional education preferred
• Able to timely obtain any required licenses or certificates
• Additional language ability preferred

Physical Demands

• Minimum lifting of 20 pounds
• Pushing, bending, stooping, upward reaching, manual dexterity
• Hearing, writing, typing
• Minimum pulling of 20 pounds

Age Requirement

Must be at least 18 years of age

Job Type

Full Time

PAY

$15/Hour