What are the responsibilities and job description for the Reservations Agent position at The Hancock Hotel?
Would you like to be the "Director of First Impressions" for the hotel and our guests?
About this job...
Our Reservations agent will be responsible for managing the reservation process at hotel. This role will also support the business travel and leisure reservation processes. Daily duties include answering phones, making reservations, and communicating details to all departments to ensure guests a successful and pleasurable guest experience.
Benefits...
- Benefits on Day 1
- Earned wage access
- 401(k) retirement savings
- Growth Opportunities
- Fun and Energetic Work Environment
- And More...
What you'll be doing...
- Answer incoming calls and direct them to guest rooms through the telephone console or to hotel personnel or departments as requested.
- Answer incoming calls to the hotel and Make / Change / Cancel /reservations.
- Collaborate with the Sales and Revenue Teams—the Director of Business and Leisure Sales, the Director of Sales and Marketing, and the Director of Revenue Management—and work closely with the Front Desk Team through the reservation process.
- Understand and execute the reservation process from beginning to departure.
- Maintain positive guest relations at all times with internal and external guests
- Speak clearly, distinctly, and with a friendly, courteous tone
- Use listening skills to put callers at ease quickly
- Obtain accurate and complete information from the callers
- Adheres to First Hospitality’s Mission, Vision and Values.
- Able to perform job functions with attention to detail, speed, and accuracy.
- Able to prioritize and organize work.
- Handle mail and correspondence.
- Schedule is typically Monday through Friday, but flexibility may be needed to accommodate business needs on occasion
What you bring...
- Strong communication and selling skills
- Knowledge of keyboard skills.
- Must be able to analyze situations and make decisions that meet and exceed the expectations of hotel.
- Ability to learn and master multiple software systems and PMS systems
- Ability to learn booking: block off dates; entering rooming list; working current blocks; and communicating pick-up
- Strong working knowledge of Microsoft Excel.
- Must be organized with the ability to handle multiple tasks.
- Maintain a professional business appearance, attitude, and performance.
- Friendly and welcoming attitude, greeting clients for banquet arrivals
- Knowledge of centralized telephone systems.
- Ability to assist with accounting duties: daily cash drops, monthly cash drops, and end of month closing
- Willingness to collaborate and work with other departments to optimize sales efforts
- High school graduate or equivalent.
- Must speak, read, write, and understand the primary language used in the workplace.
- Must be able to speak and understand the primary language used by the guests who visit the hotel.
About First Hospitality…
Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.
First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness. Equal Opportunity Employer.
