Reservation Agent

Shangri-La•Bernice, OK

1d•$14 - $15•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). This role involves answering all incoming calls in a friendly and efficient manner, providing guests with requested information about the city, local areas, and the hotel's services. The agent must obtain necessary guest information and enter it into the PMS computer system, demonstrating effectiveness in sales and upselling. The position also processes all incoming reservations, follows appropriate procedures for processing or canceling reservations, and adheres to established phone etiquette. Regular attendance and flexibility in scheduling are required due to the nature of the hospitality industry. Additional duties may include blocking special request reservations and suites, maintaining a clean workstation, filing daily reservations, answering questions from other departments, and potentially checking guests in/out, settling accounts, performing concierge duties, or assisting other departments as needed.

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.
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Must possess basic computer skills.
Ability to be persuasive with telephone sales skills.
General knowledge of city and its attractions.
Physical stamina and a proper mental attitude to work under pressure at a fast pace are essential.
Must have the mental fortitude to handle the pressures of multiple tasks while providing excellent guest service.
Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
Ability to spend extended lengths of time viewing a computer screen.

Nice To Haves

Assist on shuttle runs based on business demands

Responsibilities

Take reservations via telephone, email, rooming lists, and in-house requests.
Enter reservation information into the Property Management System (PMS).
Answer all incoming calls in a friendly and efficient manner.
Provide guests with requested information concerning the city, local areas, the hotel and its services.
Obtain necessary information from guests and enter it into the PMS computer system.
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.
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.
May be required to check guests in/out of hotel, settling accounts with established procedures.
Perform job duties as required by other department managers.
Perform job duties of Concierge as scheduled.
Perform other job-related duties as assigned.