Hotel Reservation Agent

San Manuel•Highland, CA

6d•Onsite

About The Position

Under the direction of the Supervisor, Revenue & Reservations, the Reservations Agent assists potential and current guests with room sales needs and inquiries while meeting Forbes Travel Five Star guidelines. As the voice of the Hotel and a first impression for guests, the agent delivers attentive, efficient service for room bookings and updates while working to maximize room revenue and occupancy. The role follows enterprise health and safety policies and procedures and contributes to a collaborative environment that encourages employees to learn, perform, and develop their skills. The agent provides personalized guest service, takes reservations, explains room features, recommends suitable room types, and handles requests from arriving and in-house guests. The role organizes reservation information and communications, coordinates with Casino VIP Services and Hotel Concierge services, maintains confidential guest and departmental information, records and blocks special requests, prepares group guest lists, blocks rooms, and verifies reservation accuracy in the PMS or front office system. The Reservations Agent maintains knowledge of room inventory, hotel selling strategy, operating hours, amenities, and events. The agent uses upselling and yield-management techniques in accordance with enterprise policy to maximize transient room revenue and revenue from hotel outlets. Other duties may be assigned to support efficient department operations.

Requirements

High school diploma or GED required.
At least 2 years of experience in a customer service role required.
Excellent telephone etiquette and verbal and written communication skills.
Ability to identify and prioritize issues.
Excellent organizational skills.
Strong interpersonal skills and a friendly, outgoing demeanor.
Ability to multitask.
Schedule flexibility, including evenings, weekends, holiday shifts, and overtime when needed.
May be required, at the discretion of the San Manuel Tribal Gaming Commission, to obtain and maintain a gaming license.
No driving responsibilities; a driver’s license or insurance is not required for the role.

Nice To Haves

At least 1 year of Hotel room sales experience preferred.
Bilingual in a foreign language preferred.

Responsibilities

Provide high-quality, personalized guest service during reservation and other guest interactions, following Forbes Travel guidelines and working toward department and property goals.
Answer calls courteously, take reservations using proper Hotel verbiage, describe room features, recommend appropriate room types, and accommodate guest requests.
Organize reservation, internet, travel agency, and internal communication information and follow up as appropriate.
Coordinate with Casino VIP Services and assist with Hotel Concierge services, guest itineraries, and intradepartmental communications.
Assess guest inquiries and requests and offer tailored suggestions and recommendations.
Protect confidential and sensitive guest and departmental information; maintain accurate logs of special requests and ensure requests are blocked in PMS and Front Desk systems.
Prepare group guest lists as needed, control and block rooms, pre-block rooms for special groups, and ensure reservations transferred to the PMS or front office system are accurate.
Maintain knowledge of hotel selling strategy and room inventory status.
Sell rooms strategically using upselling and yield-management techniques in accordance with enterprise policy to maximize transient room revenue.
Upsell rooms, services, and treatments according to enterprise procedures and maintain knowledge of hotel operating hours, amenities, promotions, and events.
Perform other duties as assigned to support efficient department operations.
Adhere to enterprise health and safety policies and procedures.