Reservation Agent - Full Time

Trump Hotel Collection•Doral, FL

41d

About The Position

Processes telephone calls and reservations in a timely manner following Trump National Doral standards. Answers all telephone calls including reservations and guest inquiries in a friendly and courteous manner, for package reservations, tee times, spa appointments and internal and external communications.

Requirements

Ability to read, listen and communicate effectively in English.
Ability to access read and accurately input information using a moderately complex computer system.
Ability to effectively deal with both internal and external guests, some requiring high levels of patience, tact and diplomacy.
High School graduate or equivalent required.

Nice To Haves

One to two years of prior Guest Service, Reservations, Front Office or Sales experience is preferred.
Prior luxury hospitality experience and previous PBX experience preferred.
Ability to speak multiple languages is desirable.

Responsibilities

Answers all reservations, telephone calls and emails in a friendly manner, using clear English communication.
Promptly provides accurate information regarding availability of accommodations and other requested information.
Assists other departments such as Sales, Meetings and Conventions and Front Office with reservation related questions.
Use proper selling techniques and maintain the utmost in professionalism while personalizing each call.
Determine caller's needs through active listening and using probing questions to satisfy and sell to those needs.
Processes all group contracts from the Sales Department.
Monitors group blocks after they have been entered into the computer system.
Achieve or surpass all departmental standards in regards to shop scores, calls answered, call conversion.
Maintains suite and VIP reservation request process and inventory controls for all suites and other room accommodations, as needed, to maximize revenue and meet guest needs.
Answers calls originating from external and internal sources.
Directs the caller to the appropriate extension or room.
Assists guests with directions or other requests.
Directs hotel staff to assist guests, upon request.
Communicates to callers in a clear and concise manner.
Inputs/writes messages using proper grammar and spelling.
Properly handles all incoming urgent matters or emergencies for the guests and hotel.
Greets callers with a friendly and sincere welcome.
Promptly answers the telephone and web inquiries.
Enters all guest responses and requests into Alice in order to provide effective and efficient service.
Provides a record of all Guest Insights to allow departments to properly research and respond to the guest for any challenges which may occur.
Field guest complaints, conducting research to develop the most effective solutions and negotiate results.
Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Remains calm and alert especially during emergency situations and heavy resort activity.
Plans and implements detailed steps by using experienced judgment and discretion.
Assists office in any other administrative duties as needed.
Prepares reports as required.
Attends training and meetings as required.
Attempts to communicate with guests in guest's native language.
Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolves complications such as location changes or credit issues.
Summons team members to escort guests to/from their rooms as appropriate.
Operates various office machines.
Operate facsimile to send and receive transmissions for guests.
Call for repair and technical support of all computer based PBX equipment.