Reservation Agent

Shangri-La•Monkey Island, OK

1d•Onsite

About The Position

The reservation agent is responsible for taking reservations via the telephone, emailed correspondence, rooming lists, and in-house requests. Enter the information into the Property Management System (PMS). Answer all incoming calls in a friendly and efficient manner. Provide guests with the requested information concerning the city, local areas, the hotel and its services. Obtain the necessary information from the guests and enter it into the PMS computer system. Must be effective in sales and upselling. Process all incoming reservations received via rooming lists, email or in-house correspondence. Follow appropriate procedures to process or cancel reservations. Follow established phone etiquette procedures. Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. Block special request reservations and suites. Maintain a clean and well-organized workstation. File daily reservations and other correspondence. Answer questions concerning reservations for employees of other departments including but not limited to Sales, Convention Services, and Executive Office. May be required to check guests in/out of hotel, settling accounts with established procedures. Perform job duties as required by other department managers, including Human Resources, Sales, Catering, and Food and Beverage. Perform job duties of Concierge as scheduled. Performs other job-related duties as assigned.

Requirements

Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Good communication skills, both verbal and written.
Basic computational ability.
Basic computer skills.
Ability to be persuasive with telephone sales skills.
General knowledge of the city and its attractions.
Assist on shuttle runs based on business demands.
Regular attendance is essential.
Ability to work varying schedules to reflect business needs.
Attendance at all scheduled training sessions and meetings is required.
Physical stamina and a proper mental attitude to work under pressure at a fast pace.
Mental fortitude to handle the pressures of multiple tasks while providing excellent guest service.
Ability to spend extended lengths of time viewing a computer screen.
Clear communicator and effective collaborator.
Strong project and relationship management skills.
Exhibit professionalism, courtesy, and respect towards guests and associates.
Adhere to safety and security policies.
Exercise care when lifting heavy objects and promptly report any safety concerns or hazards.
Ensure compliance with emergency procedures.

Nice To Haves

Serve as a guest relations ambassador, delivering exceptional service.
Strive to create memorable guest experiences, maintaining high service standards.
Follow established work procedures and policies, maintaining punctuality and reliable attendance.
Adapt to changes in the work environment with a positive attitude.
Approach problem-solving proactively, seeking assistance when needed and continuously improving skills.

Responsibilities

Take reservations via telephone, email, rooming lists, and in-house requests.
Enter reservation information into the Property Management System (PMS).
Answer incoming calls in a friendly and efficient manner.
Provide guests with information about the city, local areas, and the hotel's services.
Obtain necessary information from guests and enter it into the PMS.
Upsell services and amenities.
Process incoming reservations from rooming lists, email, or in-house correspondence.
Process or cancel reservations according to established procedures.
Follow phone etiquette procedures.
Block special request reservations and suites.
Maintain a clean and organized workstation.
File daily reservations and correspondence.
Answer questions about reservations for other departments.
Check guests in/out of the hotel and settle accounts.
Perform duties for other department managers as required.
Perform Concierge duties as scheduled.
Perform other job-related duties as assigned.