Reservations Agent - Miami Lakes Hotel On Main

WORK OBJECTIVE:

The Reservation Agent is responsible for assisting guests with the booking reservation process, as well as completing reports and inputting data into the hotel's property management system (PMS). The objective of the reservation agent is to also work collaboratively with a team of other agents to ensure all information entered in the PMS is accurate and efficient.

ESSENTIAL FUNCTIONS:

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within the work objective. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Print and review Opera reports, to include daily reports.

• Ensure accuracy in inputting reservations.

• Work with Sales Team in assisting with booking group reservations and assisting clients with reservations.

• Ensure that rates being sold are correct rates.

• Review occupancy daily.

• Maintain target scores for Signature training.

• Read group resumes daily and comply with changes and requests.

• Ensure service standards are maintained, receiving, and acting upon customer feedback.

• Ensure proper standards are adhered to when answering phones and dealing with guest calls/issues.

• Adhere to company guidelines.

• Other duties may be assigned as needed.

Supervision:

• None

Education:

• High School degree or GED required

• 1 year in Front Office/Reservations role in Hospitality, preferably Front Office environment

• Front office or Reservations experience.

QUALIFICATIONS:

• Must be alert, accurate, precise; strong ability to work with numbers and have good problem-solving skills.

• Must be able to communicate very well verbally and in writing.

• Must be organized and detail oriented.

• Excellent organizational and time management skills with the ability to multi-task and follow through.

• Must have a high degree of integrity.

• Very pleasant telephone personality and voice/skills.

• Bi-lingual (English/Spanish) a plus.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Skill in the use of computers and computer systems (including hardware and software) to set up functions, enter data, and process information.

• Skill in using mathematics to solve basic problems.

• Skill in working independently and following through with assignments with minimal direction.

• Skill in adapting to a changing work environment, competing demands and ability to deal with frequent change, delays, or unexpected events.

• Basic ability to operate a computer using Microsoft Office products (Word and Outlook) and learn to use applicable division and organization specific software.

• Ability to establish and maintain accurate records.

• Ability to review, compile, and organize forms, documents, and related records for efficient processing and proper retrieval.

• Ability to understand and/or communicate effectively in both verbal and written format in the English language.

• Ability to follow oral and written instructions and organize work for timely completion.

• Ability to perform detail-oriented tasks in a high-volume work environment with minimal supervision.

• Ability to regularly attend work and arrive punctually for designated work schedule.