Reservations Agent

Woodmark Hotel•Kirkland, WA

1d•$25

About The Position

The Reservations Agent is expected to make, confirm, and cancel reservations in a pleasant, professional, and efficient manner so as to create a positive guest impression and increase Hotel occupancy. They will monitor inventory, provide prompt & courteous handling of all requests for guest room reservations, and deploy sales strategies to maximize revenue, in order to ensure profitability of the Hotel. The Reservations Agent will cross-train with the Guest Services department, to establish seamless communication and provide the highest quality of services. The Reservations Agent is expected to provide front desk coverage and support whenever needed. The Reservations Agent shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the Woodmark Hotel & Still Spa Culture as well as promoting our hotel values of Honesty, Enthusiasm, Integrity, Accountability and Passion for Service.

Requirements

Must be a United States citizen or possess a valid work permit
Must be at least 18 years of age
Must have a natural ability to interact with others
Must be able to work in a fast-paced environment
Possess a valid driver’s license and have a clean driving record
Must have excellent phone etiquette
Must possesses excellent verbal and written communication skills
Must be able to read, write and speak English
Must have strong computer skills and working knowledge of Microsoft Office programs
Must be detailed-orientated and able to work well under pressure in a fast-paced environment
Must possess excellent listening and communication skills
Must be able to accurately follow verbal and written instructions
Must be professional in appearance and demeanor
Must have a passion for creating an exceptional experience for all guests
Must always ensure a teamwork environment
Ability to work a flexible schedule that may include evenings, weekends and holidays
Must have the ability to deal effectively and interact well with guests and associates
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
High school diploma or equivalent required

Nice To Haves

Hospitality specialty degree or prior hospitality experience preferred
At least one year customer service experience preferred
Prior inbound calling experience preferred

Responsibilities

Answers incoming guest calls professionally
Books reservations for guests, ensuring accuracy in each reservation
Responsible for booking reservations at a targeted average rate, helping the property reach (ADR) targets.
Obtains less than 2% call abandonment on a monthly basis
Cancels or changes reservations as requested
Capitalizes on Up-selling to maximize night stays and maximize rates, through: positioning the product, sales techniques, and personal information to help the guest make an informed decision
Generates additional interest in all recreation / spa products, and promotes resort amenities / services as well as any special events
Responsible for tracking calls that are “turn away”
Maintain complete knowledge of: 1. All hotel facilities / services, hours of operation 2. All guest room layouts, bed types, décor, appointments, and locations 3. Room availability for any given day, and suggest alternate dates for sold-out dates 4. All room rates, packages, and promotions 5. Specific arrangements between hotel and travel agencies / corporations 6. Entertainment / special events scheduled at the Hotel
Performs daily duties on the reservations report assignments
Anticipates and caters to the guest’s needs through proper training and tactical sales methods
Answer telephone calls within 3 rings, using correct salutations and telephone etiquette
Ascertain callers’ needs through open-ended questions
Obtain all designated information to book a reservation
Accommodates special requests and designate such in system, maintain records for all VIP’s
Access guest history record to best service guests; maintain accurate information in guest history files
Explains guarantee and cancellation policies to callers; assigns confirmation / cancellation numbers and relay such to caller
Complies with the Woodmark Hotel’s PCI Policy
Designates and applies appropriate travel agency commissions
Sets up group room blocks in the system, and book group reservations within the room block
Inputs group rooming lists
Monitors and maintains waitlists daily
Maintains strong communication with Guest Services / Front Desk, as well as performing Guest Services / Front Desk responsibilities when needed, which include, but are not limited to: 1. Registering guests into computer system, verifying registration, address and credit information 2. Accepting payment for guests both at the time of registration and check out 3. Provides general Hotel information for guests 4. Follows proper check-in / check-out procedures 5. Completes appropriate front office reports 6. Provides bell services for guests; performs Concierge duties as necessary 7. Up-sells other hotel services and amenities to guests 8. Follows established Woodmark Lost and Found Procedures 9. Communicates all pertinent information to the Front Office team 10. Follows set procedures on posting, charges, cashing checks, safe deposits and refunds 11. Remains alert, courteous and helpful to the guests and colleagues at all times 12. Anticipates guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
Resolves guest complaints, ensuring guest satisfaction
Maintains constant awareness of safety issues and reports all safety incidents to on-duty supervisor
Attends appropriate department, hotel and division meetings
Maintains an up to date working knowledge of all hotel amenities as well as any special events
Reports to work on time and according to posted schedule, maintains accurate time records
Maintains a professional appearance. Follows all Woodmark Hotel dress code standards
Performs other related duties as assigned