Reservations Agent

HEI Hotels & Resorts•Palm Beach Gardens, FL

2d•Onsite

About The Position

HEI Hotels & Resorts is proud to welcome the Embassy Suites Palm Beach Gardens PGA Boulevard to our growing portfolio of distinguished properties. Located within mere miles of beautiful beaches and championship golf courses, the Embassy Suites Palm Beach offers a getaway for travelers. At HEI, we understand that exceptional hotels are built by exceptional people. Our continued success is driven by our associates — theζει of every guest experience. Where people choose to work matters. In return for that choice, we are committed to providing competitive compensation and benefits, industry-leading tools and training, and a culture that empowers growth and excellence. Simply put, we honor the privilege of our associates choosing HEI by investing in them — ensuring they thrive, grow, and elevate every property we serve. Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization! We value U.S. military experience and invite all qualified military candidates to apply.

Requirements

Can communicate well with guests.
Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger to collect accurate information.
Ability to access, read and accurately input information using a moderately complex computer system.
Ability to establish and maintain effective working relationships with associates, customers and patrons.
Ability to sit for extended periods of time.
Ability to input 40 WPM on a computer keyboard with or without reasonable accommodation.
Effective verbal and written communication skills.
Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Responsibilities

Assist guests during the reservation process.
Answer the telephone and greet prospective guests in a friendly manner using clear, verbal English communication.
Listen to callers to understand inquiries and requests.
Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc.
Promote HEI Hotels and Resorts and brand-specific marketing programs.
Assign reservations based on guest preferences and availability.
Read, retrieve, communicate, and verify information including confirmation number to caller.
Input and retrieve data using a computer reservation system and utilizing codes for efficiency.
Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc.
Know, understand, and 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.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.