Reservations Agent

CPH Management•San Juan, PR

About The Position

Efficient operation of in-house reservations through the selling of guest rooms and maximization of revenues. Answers calls, returns e-mails and voicemails. Assists guest in booking reservations, by providing superior property knowledge. Audits OnQ PM for reservations accuracy. Looks for special requests, coding issues and billing requirements. Reviews group pick up, assist in ensuring proper availability. Monitors and charges No Shows and Late Cancels daily. Reviews and audits third parties and consolidate. Assists management by booking transient reservations. Assists other departments such as Sales, Meetings and Conventions and Front Office with reservation related questions. Processes all group contracts from the Sales Department. Obtains data from various sources, including but not limited to, electronic messages and handwritten lists. Enters all group blocks into reservations computer system and verifies correctness of data entered against the data received. Follows up with Sales Department regarding all questions that stem from the groups. Monitors group blocks after they have been entered into the computer system. Assists the local Reservations Desk at HRW with questions, problems or concerns that arise concerning reservations made at the hotel. Maintains suite reservation request process and inventory controls for all suites and other room accommodations, as needed, to maximize revenue and meet customer needs. Ability to effectively deal with internal and external guests, some of which will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts. Basic math skills including the use of a calculator and Excel. Ability to listen and effectively comprehend the English language. Ability to access, read and accurately input information using a moderately complex computer system. Ability to effectively deal with both internal and external customers, some requiring high levels of patience, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions. Any other tasks assigned by General Manager or Director.

Requirements

1-2 years of experience in reservations or as a guest services agent.
High school diploma or equivalent.
Bilingual.
Basic math skills including the use of a calculator and Excel.
Ability to listen and effectively comprehend the English language.
Ability to access, read and accurately input information using a moderately complex computer system.
Ability to effectively deal with both internal and external customers, some requiring high levels of patience, tact and diplomacy.
Ability to demonstrate empathy with the customer and provide positive and proactive solutions.

Responsibilities

Selling of guest rooms and maximization of revenues.
Answering calls, returning e-mails and voicemails.
Assisting guests in booking reservations by providing superior property knowledge.
Auditing OnQ PM for reservations accuracy, special requests, coding issues, and billing requirements.
Reviewing group pick-up and ensuring proper availability.
Monitoring and charging No Shows and Late Cancels daily.
Reviewing and auditing third parties and consolidating information.
Assisting management by booking transient reservations.
Assisting other departments (Sales, Meetings and Conventions, Front Office) with reservation-related questions.
Processing all group contracts from the Sales Department.
Obtaining data from various sources.
Entering all group blocks into the reservations computer system and verifying data accuracy.
Following up with the Sales Department regarding group-related questions.
Monitoring group blocks after they have been entered into the computer system.
Assisting the local Reservations Desk at HRW with questions, problems, or concerns.
Maintaining suite reservation request process and inventory controls for suites and other room accommodations.
Effectively dealing with internal and external guests, including defusing anger, collecting information, and resolving conflicts.
Performing any other tasks assigned by General Manager or Director.