Reservation Agent - Full Time

POSITION PURPOSE :

Processes telephone calls and reservations in a timely manner following Trump National Doral standards. Answers all telephone calls including reservations and guest inquiries in a friendly and courteous manner, for package reservations, tee times, spa appointments and internal and external communications.

EXAMPLES OF DUTIES :

ESSENTIAL FUNCTIONS OF RESERVATION CALLS :

• Answers all reservations, telephone calls and emails in a friendly manner, using clear English communication. When processing emails or listening to callers, ensure a clear understanding of their inquiries and requests. Promptly provides accurate information regarding availability of accommodations and other requested information.
• Assists other departments such as Sales, Meetings and Conventions and Front Office with reservation related questions.
• Use proper selling techniques and maintain the utmost in professionalism while personalizing each call.
• Determine caller's needs through active listening and using probing questions to satisfy and sell to those needs.
• Processes all group contracts from the Sales Department. Obtains data from various sources, including but not limited to faxes, electronic messages and handwritten lists. Enters all group blocks into reservations computer system and verifies correctness of data entered against the data received. Follow up with the Sales Department regarding all questions that stem from the groups. Monitors group blocks after they have been entered into the computer system.
• Achieve or surpass all departmental standards in regards to shop scores, calls answered, call conversion.
• Maintains suite and VIP reservation request process and inventory controls for all suites and other room accommodations, as needed, to maximize revenue and meet guest needs.

ESSENTIAL FUNCTIONS OF INTERNAL AND EXTERNAL CALLS and COMMUNICATIONS :

OTHER :

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.

Regular attendance in conformance with the standards, which may be established by Trump National Doral Miami from time to time, is essential to the successful performance of this position. Associates with irregular attendance 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 company.

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.

PHYSICAL REQUIREMENTS :

Constant - 6-8 hours

Physical Activity Frequency

Sitting Constant

Standing Occasional

Walking Frequent

Climbing stairs Occasional

Crouching / Bending / Stooping Rare

Reaching Frequent

Grasping Frequent

Pushing / Pulling Rare

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Constant

Taste Never

Smell Never

Lifting / Carrying (# lbs) Occasional up to 20 lbs.

Travel Rare

Typing Constant

OTHER DUTIES :

Assimilate into Trump National Doral Miami Cultural Foundation through understanding, supporting and participating in all elements of the Trump Cornerstones. Demonstrate working knowledge of the service standards.

SAFETY REQUIREMENTS :

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Associates will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

QUALIFICATION STANDARDS :

EDUCATION

High School graduate or equivalent required.

EXPERIENCE

One to two years of prior Guest Service, Reservations, Front Office or Sales experience is preferred. Prior luxury hospitality experience and previous PBX experience preferred. Ability to speak multiple languages is desirable.

LICENSES OR CERTIFICATES

None

GROOMING / UNIFORMS

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and / or required articles of clothing will be explained to you as a part of the orientation process.

Trump National Doral Miami participates in the federal E-Verify program, an electronic system that verifies employment authorization in the United States by comparing information from an employee's Form I-9, Employment Eligibility Verification, with government databases. The company uses E-Verify only after an employee has accepted a job offer and completed the Form I-9. The company does not use E-Verify to pre-screen job applicants or candidates who have not received a job offer from the company.