Reservations Agent

At Meadowood, gracious hospitality defines the style of service and timeless, natural beauty, the sense of place. A rich company culture inspires staff to achieve the highest service standards in hospitality. Join the Meadowood team and experience the pride and teamwork of working alongside a dedicated team of professionals in a truly beautiful setting.

The Reservation Associate’s primary responsibility is to secure and service room sales to individual guests and members who have contacted us via telephone, fax, email and Internet channels. The Reservation Associate is often the first contact that a guest has with Meadowood or Southbridge, thus setting the stage for a pleasurable experience, from start to finish. The Reservation Associate is expected to communicate information regarding the accommodations, amenities, programs, and rates of both properties in a clear, gracious, and inviting style so as to convert prospective guests into long-term, loyal customers.

This is a temporary position with the potential to transition into a longer-term opportunity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to phone calls, e-mails, faxes and Internet inquiries regarding accommodations.
• Present accommodations, amenities, programs and rates to potential guests in a style that is both clear and persuasive.
• Provide ongoing service to guests with existing reservations, including processing changes, cancellations, etc.
• Monitor waitlists, contacting guests as rooms become available.
• Monitor and update all Internet systems including open/close availability and download/process of inquiries, reservations, changes and cancellations.

ADMINISTRATIVE DUTIES

• Review and edit daily tasks in Visual One
• Review arrival reports and make necessary changes
• Process advance deposits, refunds and deposit forfeits for transient guests
• Process and send Gift Certificate requests, reservation confirmations, and brochures

OPERATION/TEAM SUPPORT

• Collaborate with Guest Service Managers, Housekeeping and other departments to ensure that our guest's special needs and requests are handled properly and promptly.
• Attend weekly Reservation staff meetings.
• Participate in Customer Service training/completing required assignments.
• Support and demonstrate hotel service standards.
• Perform additional duties as required.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

• Caring, customer focused
• Courteous, professional manner
• Strong verbal and written communication skills
• Ability to relay vast amounts of information in a clear, concise, and friendly manner
• Ability to prioritize and perform many diverse tasks concurrently
• Ability to stay focused and calm under pressure
• Flexible, open to change
• Team oriented

Education and/or experience: One year minimum of office experience, preferably in hospitality or customer service environment

Language skills: Excellent command of the English language with clear enunciation and pleasant tone of voice. Basic writing skills required to compose correspondence, detail reservations, respond to guest inquiries and communicate with other departments. Able to work effectively and collaboratively with others, including a flexible approach and openness to change

Mathematical skills: Basic math functions to calculate advance deposits, refunds, cancellation fees, estimates of overall expenditures

Reasoning ability: Ability to develop innovative accommodations and recommendations based upon guest input regarding their needs and requests.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit for long periods of time while speaking on the phone and putting data into the computer
• Lifting/carrying 35 pounds occasionally. No lifting over 35 pounds without assistance
• Vision requirements: view computer screen for long periods of time. Frequent need to see small details.
• Hearing requirements: constant need to communicate over the phone.

Meadowood is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Meadowood is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. Please let us know if you need any assistance or accommodations due to a disability.