Reservation Agent | Buffalo Marriott HARBORCENTER

SHANER•Buffalo, NY

21d•$17•Onsite

About The Position

Provide superior guest services to include providing prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations, deadlines and information; process all payments according to established hotel requirements. Coordinate all aspects of group room block entry into the reservations system. Provide information and services to any guest or visitor in a friendly, professional manner.

Requirements

High school graduate or equivalent.
Minimum one year customer service experience; previous hotel experience preferred.
Ability to satisfactorily communicate with guests, management, and co-workers to their understanding.
Computer experience preferred.
Knowledge of local activities and attractions appropriate for clientele.

Nice To Haves

Bilingual English/Spanish a plus.

Responsibilities

Handle guest complaints ensuring guest satisfaction.
Adhere to payment, cash handling and credit policies/procedures.
Generate, print, and distribute daily reports to designated departments/personnel.
Maintain complete knowledge at all times of: o All hotel features/services, hours of operation. o All room types, numbers, layout, decor, appointments and location. o All room rates, special packages and promotions. o Daily house count and expected arrivals/departures. o Room availability status for any given day. o Scheduled daily group activities. o Yield management strategies that are in place. o Hotel and departmental policies and procedures.
Process all reservation requests, changes and cancellations received by phone, fax, e-mail, mail, internally and through corporate reservations center or travel agencies.
Sell the best rated room to meet the guest's needs; maximize rate for all reservations.
Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
Set up proper billing accounts (i.e., room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits according to Accounting policies and with proper authorizations.
Verify all reservation information with caller to ensure accuracy.
Set up group room blocks in the system. Book group reservations and input rooming lists against the room block.
Monitor group cut-off dates and review with Sales or group contact. Return all unused rooms to general room inventory after group's cut-off date.
Review group resumes and convey all pertinent information in the system to appropriate personnel 48 hours prior to group's arrival.
Assist in Front Office areas as assigned
Provide superior guest services to include providing prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations, deadlines and information; process all payments according to established hotel requirements.
Coordinate all aspects of group room block entry into the reservations system.
Provide information and services to any guest or visitor in a friendly, professional manner.