Reservations Agent

The Dewberry Charleston•Charleston, SC

About The Position

The Reservations team is the backbone to the hotel, fielding all incoming calls and providing exceptional service during all phone and email interactions with guests. The ideal candidate for this position is a team player with strong communication skills. Goal-oriented, a successful Reservations Agent continuously strives to maximize occupancy and drive revenue. They are also capable of breaking down barriers, resolving potential conflicts, and multi-tasking effectively under pressure.

Requirements

High school diploma/GED required.
One year hotel/hospitality experience.
One to two years of customer service experience.
Excellent people skills with a positive, outgoing personality
Ability to upsell and cross-sell to guests.
Excellent verbal and written communication skills.
Positive tone of voice and eagerness to assist guests and colleagues.
Excellent data entry, phone and computer skills needed.
Ability to effectively multi-task.
Impeccable attention to detail.
Ability to work overtime, evenings, overnights, weekends, or holidays.

Responsibilities

Check availability of accommodations on a traveler’s desired travel dates.
Reserve and take payment for hotel rooms while complying with proper reservation flow.
Assist customers in choosing appropriate accommodations while providing outstanding customer service to enhance the hotel guest experience.
Provide support to guests who have already made a reservation by answering questions, making changes, and cancelling reservations.
Answer questions regarding past stays; including lost and found, bill inquiries and discrepancies.
Handle all reservations and guest services related email correspondence.
Correctly route and take payment for third-party bookings.
Respond to travel agent inquiries.
Answer internal calls and utilize the hotel’s work order system, “ALICE,” to log tasks and follow up on requests.
Act as a liaison between all departments of the hotel.
Conduct welcome calls to all guests.
Anticipate guest needs.
Monitor live chat.
Build guest loyalty by offering assistance and recognizing returning guests.
Escalate guest service issues where appropriate.
Communicate variety information with all departments included but not limited to VIP’s, guest challenges, special requests, and more.