Reservations Agent

Hersha Hospitality Management LP•Key West, FL

12d

About The Position

Overview Opportunity: Reservations Agent Respond to telephone, email, internet inquiries, and employ sales techniques in order to secure and process reservations for guest accommodations in accordance with established guest service and sustainability standards. Potential Career Path Reservations Manager – Front Office Supervisor – Front Office Manager Essential Job Functions Answer the telephone and greet prospective guests in a friendly manner. Respond to callers’ inquiries and requests. Respond to email and internet inquiries promptly and accurately. Provide accurate information regarding availability, accommodation types, transportation to and from hotel, room rates, and hotel amenities. Assign reservations based on guest preferences and availability; provide confirmation number. Input and retrieve data using thecomputer reservation system utilizing codes for efficiency. Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Communicate applicable deposit and guarantee policies as requested. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out. Promote hotel and brand-specific marketing programs. Follow sustainability guidelines and practices related to HHM’s EarthView program. Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards. Perform other duties as requested by management.

Requirements

High school Diploma or equivalent.
Previous customer service experience preferred.

Responsibilities

Answer the telephone and greet prospective guests in a friendly manner.
Respond to callers’ inquiries and requests.
Respond to email and internet inquiries promptly and accurately.
Provide accurate information regarding availability, accommodation types, transportation to and from hotel, room rates, and hotel amenities.
Assign reservations based on guest preferences and availability; provide confirmation number.
Input and retrieve data using thecomputer reservation system utilizing codes for efficiency.
Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc.
Communicate applicable deposit and guarantee policies as requested.
Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.
Promote hotel and brand-specific marketing programs.
Follow sustainability guidelines and practices related to HHM’s EarthView program.
Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
Perform other duties as requested by management.