Reservations Agent

The Colony Hotel•Palm Beach, FL

6h•Onsite

About The Position

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean. The Reservations Agent is responsible for assisting guests with booking and confirming reservations, providing attentive, courteous, and efficient service to all guests, staff members and callers.

Requirements

Ability to enforce hotel’s standards, policies, and procedures
Ability to prioritize and organize work assignments.
Ability to be a clear thinker in pressure situations and exercise good judgments.
Ability to work well under pressure.
Excellent communications skills.
Ability to focus on time sensitive guest requests and tasks.
Ability to understand guest inquiries and provide responses.
Ability to focus attention on guests' needs.
Ability to remain stationary at assigned post for extended periods of time.
Ability to maintain confidentiality of guests and pertinent hotel information.
Ability to ensure security of guest room access and hotel property.
Ability to work with minimal supervision.
Ability to ensure security and confidentiality of guest and employee information and materials.
Ability to work cohesively with other departments and co-workers as part of a team.
Prolonged periods of sitting.
Able to grasp, lift and/or carry, push, pull, or otherwise, move goods weighing a maximum of 30 lbs.
High School Diploma or equivalent.
1 year of hotel reservations experience, preferably in a luxury hotel/resort.
Thorough knowledge of hotel standard services and amenities.
Availability to work holidays, weekends, and periods of high demand.
Computer Skills - Proficient with Microsoft Office Suite or related software.
Proficient with a hotel PMS system.
Oral Comprehension - demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
Reading Comprehension - demonstrates understanding of written sentences and paragraphs in work-related documents.
Writing - communicates effectively in writing as appropriate for the needs of the audience.
Excellent guests service skills.
Excellent telephone etiquette skills.
Ability to heavy volume of phone calls.
Ability to focus attention on guest needs, remaining calm and courteous at all times.
Previous data entry experience.

Nice To Haves

Previous guest service experience in a luxury hotel/resort.
Previous five-star guest service/Forbes training.
Fluent in a secondary language.
Sales experience.

Responsibilities

Consistently offer professional, courteous, and engaging service.
Ensure that all calls are responded to within 3 rings and using correct greeting and telephone etiquette.
Follow sales standards to achieve revenue goals according to company guidelines.
Provide accurate and thorough information on the hotel’s accommodations, packages, promotions, services, and amenities.
Assist guests with planning and booking hotel, restaurant, and package reservations.
Book and enter room reservation requests using the Property Management System.
Assist guests with inquiries about hotel facilities in an informative and helpful way.
Maintain complete knowledge of: All hotel features/amenities/services and hours of operations.
Maintain complete knowledge of: Room availability and daily house count.
Maintain complete knowledge of: All hotel restaurant food concepts, menu price range, dress code, and ambiance.
Maintain complete knowledge of: All hotel room types, number/names, layout, appointments, amenities, and locations.
Maintain complete knowledge of: All hotel room rates, special packages and promotions.
Maintain complete knowledge of: Scheduled daily group activities, names, and location of meeting/banquet rooms.
Maintain complete knowledge of: Local events, attractions, holiday schedules.
Transfer calls, respond to guest inquiries.
Update reservations ensuring an excellent and memorable guest experience.
Responsible for keeping accurate records about bookings, payments, and any additional information that hotel staff might need when interacting with a guest.
Process payments and send payment information and confirmations to the guest.
Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities and amenities.
Assist the Sales Department with room blocks and group bookings.
Enter rooming lists while ensuring accuracy, as required.
Provide support to guests who have already made a travel purchase by confirming, changing, or canceling reservations.
Fully comprehend and be able to operate all relevant aspects of the hotel PMS system.
Must at all times be attentive, friendly, helpful, and courteous to all guests and staff.
Monitor and maintain cleanliness and working condition of departmental equipment/supplies.
Prepare work orders for equipment repairs and distribute to Engineering.
Maintain knowledge of all safety and emergency procedures, and accident prevention policies.
Report accidents, injuries, and unsafe work conditions to the supervisor or manager.
Successful completion of all required trainings/certifications.
Ensure that the appropriate level of confidentiality and security for all guest and company information is achieved, aiding in creating a feeling of comfort and confidence for guests.
Comply with quality assurance expectations and standards.
Perform other duties as assigned by supervisor.
Assist with the daily operations of the Front Desk and Switchboard, when needed.
Assist Front Desk staff with guest room tours.
Retrieve theater tickets, flowers, and other items as requested.