Reservations Agent (Full-time)

AccorHotel • Wailea-Makena, HI

5d

About The Position

All guest service has the potential to create a lasting memory when it is delivered with warmth and sincerity. Be an ambassador for our brand as a Reservations Agent, where the engaging and anticipative service you provide over the telephone will make our guests feel valued and reflect the exceptional hotel experience to come.

Requirements

• 1 year customer related experience required
• Must be able to speak, read, write and understand the English language
• Requires good communication skills, both verbal and written
• Must be service oriented and capable of communicating effectively with persons involved in all levels of authority, both internally and externally
• Must possess basic computational ability
• Must possess computer skills, including, but not limited to, Microsoft Office applications
• Must be able to multi-task and be detail-oriented in a fast paced, high volume environment
• Strong interpersonal and problem solving abilities
• Must possess a problem-solving mindset: be able to anticipate, prevent, and identify area of opportunities and resolve them as necessary
• Must have ability to work independently and to prioritize or seek clarification in prioritizing work assignments
• Must possess outstanding Sales and guest service skills
• High School diploma (or equivalent) and/or vocational training
• All Candidates must be in possession of identification proving authorization to work in the United States as defined in the Immigration Reform and Control Act of 1986 (IRCA). This Position does not offer sponsorship of Work Visas. Resumes submitted that cannot fulfill these requirements will not be considered.

Nice To Haves

• Previous Property Manager System experience preferred
• Experience with Property Manager System (Opera) and Central Reservation System (Opera) is highly preferred

Responsibilities

• Book and enter room reservation requests using the Property Management System (Opera)
• Assist with Group Reservation and Wholesale Reservation areas where needed, including but not limited to accurately entering group rooming lists and wholesale manifest
• Ensure calls and emails are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized
• Take ownership of guest’s requests and inquiries, ensuring follow up according to the hotel’s standards in a timely manner
• Review daily arrivals and audit duplicate reservations, special requests (such as connecting, nearby, etc.). Communicate with Front Office/Guest Services team to ensure requests are followed through
• Update reservations ensuring a flawless check-in and check-out process
• Ensure revenue is maximized by up-selling guest rooms, recommending hotel facilities, and actively participating in monthly departmental sales promotions
• Liaise with Sales and other departments to complete necessary tasks
• Assist Reservations Manager to monitor the day-to-day operation
• Be knowledgeable of the island, our resort and its offerings in order to be our guests’ trusted guide
• Maintain atmosphere of aloha spirit by providing engaging, personalized, timely, and efficient service to our discerning guests.
• Promote and enforce health and safety awareness as well as have a complete understanding of the emergency procedures
• Follow hotel and departmental policies, procedures and service standards
• Schedule: Due to the nature of the hospitality industry, employees are required to work varying schedules, including overnight, weekends and holidays, to accommodate the business and demands of the hotel.

Benefits

• Comprehensive benefits package (Medical, Vision and Dental) including extended benefits like; Basic insurance, TDI and Long-Term Disability for regular Full-time and Part-time employees
• 401(k) retirement savings plan and matching program
• One complimentary duty meal for all employees that work more than 6 hours per shift
• Food & Beverage discount at Fairmont Kea Lani (venue specific and discount may vary)
• Wellness Offerings
• Exclusive employee benefits program offering discounted rates in Accor worldwide and discounts with brand partners
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world
• Ability to make a difference through our Corporate Social Responsibility activities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees