Reservations Agent

The Hotel

Step inside a legendary revival at The Watergate Hotel, a luxurious urban resort located along the banks of the Potomac River. Here modern design blends with a storied past to redefine luxury. A place where travel and business are occasions worth celebrating, attention to every detail is the standard, and intrigue can be found just beyond every curve.

 Location

The Watergate Hotel is centrally located in Washington, D.C., a city of political power, prestige, and elegance is culturally rich with theaters, museums, architectural splendors and unforgettable national memorials. The Watergate Hotel is situated within walking distance of the best the city has to offer.

 Strategic Intent

It is the intent that the Reservations Sales Agent will provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information. S/he will be an expert on all hotel facilities, amenities and the local area and able to provide detailed information to guests.

Organizational Structure

The Reservations Sales Agent will report to the Reservations Manager.

General Duties and Responsibilities

• Maintain complete knowledge of:
  • All hotel features/services, hours of operations
  • All hotel restaurant food concepts, menu price range, dress code and ambiance
  • All hotel room type, numbers/names, layout appointments, amenities and locations
  • All hotel room rates, special packages and promotions
  • Daily house count and expected arrivals/departures
  • Scheduled daily group activities, names and locations of meeting/banquet rooms
  • Room availability status for any given day
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures
• Meet with supervisor to review daily assignments and priorities
• Access all functions of computer systems according to established procedures and standards
• Answer departmental telephone within 3 rings, using correct salutations and telephone etiquette
• Accommodate all guest requests expediently and courteously.  Follow up with designated hotel associates to ensure completion of request
• Collect guest preferences for all guests
• Communicate VIP and Repeat Guest arrivals to designated personnel for escort and delivery of amenities
• Set up accurate accounts for each guest checking in according to their requirements (i.e., separate room/tax/incidentals, comp)
• Document all guest requests, complaints or problems immediately and notify designated department for resolving the situation
• Take, record, and relay messages accurately, completely and legibly.  Distribute hotel messages to appropriate individuals
• Process confirmation letters and emails
• Monitor and maintain wait lists daily
• Document and confirm reservations and cancellations
• Block rooms in the computer and follow through on designated requirements
• Enter group reservations as directed
• Assist all departments/executive in obtaining appropriate information regarding groups, inventory and guest 
• Run daily reports
• Perform all reasonable tasks and projects as assigned by supervisor

Experience and Requirements

• Must possess 1 year experience on the front desk or in reservations. Those with luxury experience will be preferred.
• Must possess excellent communication skills with fluency in English required. Those with multi-lingual abilities will be preferred.
• Strong computer proficiency is required including MS Office, Word, Excel; must possess experience working with hotel property management systems (in particular, Opera) and other hotel specific software (HotSOS, etc.).
• Must be able to work a very flexible schedule including AM/PM shifts, weekends and holidays.
• Previous experience with multi-line phone systems is required; must possess superior telephone demeanor and be a positive brand ambassador for The Watergate Hotel at all times.
• HS Diploma is required; Bachelor’s Degree in Hospitality or related field is preferred.