Hotel Reservations Agent

Sycamore Mineral Springs Resort•San Luis Obispo, CA

2d•Onsite

About The Position

Responds to communications from guests concerning reservations arriving by mail, telephone, fax, or Internet. The Hotel Reservations Agent is expected to adhere to Sycamore's Policies, Procedures and Safety protocols, act as a role model, maintain a positive and respectful attitude, and consistently report to work on time prepared to perform duties. This role involves creating and maintaining reservation records, processing cancellations and modifications, and understanding the resort's policy on guaranteed reservations and no-shows. The agent will also track future room availability, assist in pre-registration activities, and monitor advance deposit requirements. A key aspect of the role is providing excellent customer service, resolving guest problems quickly and efficiently, and maintaining detailed knowledge about the hotel's services and hours of operation. The agent will also review customer surveys and share results with staff.

Requirements

1-2 years hospitality or customer service, preferably in hotel/reservations setting.
Must be able to work holidays, weekends and evenings.
Excellent phone etiquette and ability to multitask across different systems.
Sales focused mindset. Ability to drive conversation and upselling.
Proficient in Microsoft Word, Excel, POS and Payroll systems.
Excellent written and oral communication skills.
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
Acute attention to detail for reservations and notes.
Proficient on Microsoft Word, Excel, and outlook.
Excellent customer service skills.
Ability to understand and follow written and verbal instructions.
Professional appearance and demeanor.
Ability to effectively communicate with people at all levels and from various backgrounds.
Typing skills and ability to operate standard office equipment including copier, fax, telephone, calculator, etc.
Calculate figures and amounts.
Coordinate multiple tasks simultaneously.
Ability to work in stressful situations.
Ability to work in a constant state of alertness and in a safe manner.
Stand, sit and walk for long periods of time or an entire shift, repetitive motions, climb stairs, balance, stoop, squat, bend, twist, kneel, reach, grasp and squeeze with both hands. Talk or hear; taste or smell.
The employee must occasionally lift and/or move, carry, push and pull up to 30lbs.

Nice To Haves

Bilingual skill is a plus.
Knowledge of PMS (Maestro), AKIA, Book 4 Time a plus.

Responsibilities

Regular and reliable attendance.
Answers the phone.
Processes reservations by mail, telephone, fax, or Internet.
Processes reservations from the sales office, other hotel departments, and travel agents.
Demonstrate thorough knowledge of the property, room types and room amenities.
Knows the selling status, rates, and benefits of all packages and specials.
Creates and maintains reservation records.
Prepares letters of confirmation.
Communicates reservation information to the front desk.
Processes cancellations and modifications and promptly relays this information to the front desk.
Understands the resort's policy on guaranteed reservations and no-shows.
Tracks future room availability on the basis of reservations.
Assists in pre-registration activities when appropriate.
Monitors advance deposit requirements.
Resolves guest problems quickly, efficiently, and courteously.
Maintains detailed knowledge about the hotel's services and hours of operations.
Make sure that all our guests get the highest level of service.
Maintain and train the highest levels of customer service to all staff.
Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy.
Review Customer Surveys and share results with staff.