Reservation Agent

Sage Hospitality • Detroit, MI

19h • Onsite

About The Position

Shinola Hotel is seeking a Reservation Agent to create timeless memories and quality experiences for guests and associates alike. The world’s first Shinola Hotel is Detroit’s new living room, transforming from a watch company into a luxury brand with a lasting impact on visitors and locals. The Shinola team is committed to building upon Detroit’s history and creating thoughtfully designed spaces and experiences. As part of Sage Hospitality Group, the company strives for excellence, enriching lives and empowering employees to make positive impacts. They value genuine service, building relationships, and creating unforgettable experiences. They seek independent thinkers, entrepreneurial spirits, risk-takers, and creative individuals, investing in personal and professional growth. The Reservation Agent responds professionally to telephone inquiries regarding reservations and hotel information, providing accurate and timely service. The role involves using selling techniques to make reservations that support property selling strategies, maximizing yield opportunities, and meeting revenue goals established by leadership.

Requirements

• High school diploma or equivalent.
• Basic customer service skills and PC operation.
• Extremely adept communicator and fluent in oral and written English.
• Ability to detect and trace computer and manual errors when reviewing reservations data for report preparation.
• Ability to use tact and understanding when dealing with demanding customers.
• Ability to memorize facts and figures.
• Organized and display patience when handling more than one call at a time.
• Friendly, enthusiastic and helpful.

Responsibilities

• Responds to telephone inquiries and reservation requests by explaining product, amenities and service options in order to sell rooms.
• Gathers needed information from customer in order to confirm reservation.
• Negotiates rates and upsells rooms in order to increase occupancy and maximize revenues.
• Promotes the hotel and its services in order to capture customers and increase revenues.
• Operates reservations system by entering and accessing data in order to provide callers with accurate information.
• Duties will include manual and computerized skills and completion of daily checklist functions.
• Provides accurate and up-to-date manual and computerized reports on daily and monthly room reservation information in order to assist management with forecasting, tracking and staffing.
• Enters all special room requests into computer system and alerts front desk staff of special requests in order to ensure department follow-through and guest's satisfaction.
• Keeps up-to-date on all local and hotel functions and services in order to efficiently respond to telephone inquiries.
• Inputs group and tour reservations as they are received from the sales department in order to best utilize hotel facility and maximize revenues.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Manages resources including franchise systems, yield systems and tracking systems.
• Answering all hotel calls acting as a hotel operator.

Benefits

• Medical, dental, & vision insurance
• Eligible to participate in the Company’s 401(k) program with employer matching
• Health savings and flexible spending accounts
• Basic Life and AD&D insurance
• Employee Assistance Program
• Great discounts on Hotels, Restaurants, and much more.
• Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED