Using sales techniques and superior customer service, the Reservations Agent answers callers' questions and provides hotel quotes. Enters reservations, changes and cancellations into the computer in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management. Reports any deviations from policies, procedures, brand standards and regulations to management.
Complies with all guest service basics such as uniforms, name tags and proper guest greeting. Knowledgeable on hotel facilities and services to assist guests as appropriate. Ensures all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Impresses guests with quality and timely service in a pleasant and friendly manner.
What you will be doing
Familiar with and correctly answer inquiries about hotel rooms, services, local attractions, etc.
Follow the hotel's rate structures, discounts and sell/upsell strategies. Use superior customer service skills to build rapport, recommend and provide price quotes.
Enters accurate reservations and changes into the computer. Accommodate special requests when possible. Cancel room reservations according to policies and procedures.
Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.
On time and at work when scheduled, and in proper uniform if applicable.
Attend department meetings as scheduled.
Consistent professional and positive attitude and actions when communicating with guests and associates.
Report any incidents of guest dissatisfaction or other matters of significance to manager / supervisor so that corrective measures may be taken.
Comply with policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergency procedures. Write shift reports including reports on any incidents of theft, accidents or injuries when assigned. Check with manager / supervisor before leaving work area for any reason.
Perform special projects and other responsibilities as assigned.
Participate in task forces and committees as requested.
Any other tasks / duties as requested by management.
Skills and Abilities:
Ability to understand and provide friendly guest service. Ability to correctly sell and process reservations, changes and cancellations in compliance with policies and procedures, brand standards, and federal, state and local regulations. Ability to timely compile facts/figures, identify and investigate issues and resolve basic matters. Ability to follow an appropriate course of action based on policies and procedures. Ability to operate a computer, calculator, phone and other office equipment. Attention to details with good organizational and efficient time management skills.
Consistent professional attitude and behavior with effective listening and communication skills. Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient. Ability to satisfy the legal requirements for employment within the jurisdiction.
The Postcard Inn on the Beach is a Drug Free Workplace and an Equal Opportunity Employer/M/F/Vet/Disabled.
TPG Hotels And Resorts