Hotel Reservation Agent
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 Hotel’s voice and a first impression for guests, the agent provides attentive, efficient booking and reservation-update service while maximizing room revenue and occupancy. The agent follows enterprise health and safety policies and contributes to a collaborative environment that supports employees’ learning, performance, and development. The role involves taking reservations, responding to guest requests, managing reservation information, coordinating with internal departments and Casino VIP Services, and helping with Concierge services and guest itineraries. The agent maintains knowledge of room inventory, hotel amenities, and room-selling strategies, using upselling and yield-management techniques in accordance with enterprise policy. The position is based primarily in a climate-controlled office, with travel to meetings and promotional events and the possibility of evening, weekend, holiday, and overtime work.
Requirements
- High school diploma or GED.
- At least two years of experience in a customer service role.
- Excellent telephone etiquette and verbal and written communication skills.
- Ability to work a flexible schedule, including evenings, weekends, holiday shifts, and overtime when needed.
- Ability to identify and prioritize issues.
- Excellent organizational skills.
- Strong interpersonal skills.
- Friendly and outgoing demeanor.
- Ability to multitask.
- May be required, at the discretion of the San Manuel Tribal Gaming Commission, to obtain and maintain a gaming license.
- No driver’s license or insurance is required for this role.
Nice To Haves
- At least one year of Hotel room sales experience.
- Bilingual in a foreign language.
Responsibilities
- Provide courteous, personalized guest service and take reservations using appropriate Hotel language and Forbes Travel guidelines.
- Describe room features and recommend room types to meet guests’ needs; accommodate requests from arriving and in-house guests.
- Input and organize reservation information, internet and travel-agency requests, and internal communications, with appropriate follow-up.
- Coordinate with Casino VIP Services to accommodate players’ needs and assist with Concierge services, guest itineraries, and departmental communications.
- Assess guest requests and offer tailored suggestions and recommendations while communicating professionally and protecting confidential 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, including pre-blocking for special groups; and verify reservations transferred to PMS or front-office systems for accuracy.
- Maintain knowledge of the Hotel’s selling strategy and room inventory status.
- Sell rooms strategically to maximize transient room revenue using upselling and yield-management techniques in accordance with enterprise policy.
- Upsell rooms, services, and treatments according to enterprise procedures to maximize hotel outlet revenue.
- Maintain knowledge of Hotel operating hours and amenities, including restaurants, spa, pool, casino promotions, event center, and special events.
- Perform other duties as assigned to support efficient department operations.
- Follow enterprise health and safety policies and procedures.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
