Reservations Clerk

The Kahala Hotel & Resort•Honolulu, HI

13d•Onsite

About The Position

This position has working knowledge of and is able to work all Reservations positions. The Reservations Clerk has primary responsibility for processing of Group, Wholesalers, Central Reservation System (CRS), which includes Trust, Website, Emails, Internal and other reservation sources. Essential functions include answering telephone inquiries in a friendly, courteous manner employing sales techniques to secure and process reservations for guest accommodations in a timely manner consistent with THE KAHALA HOTEL & RESORT standards and the resort’s high expectations of quality (i.e AAA). This role applies up-selling techniques and sales telephone skills to all incoming reservation requests, provides accurate information regarding availability, accommodation types, rates etc., and suggests and assigns rooms based on guest preferences and needs according to standards. The clerk will read, retrieve and verify information including the confirmation number to the caller, and input and retrieve data using a computer reservation system utilizing proper codes in an accurate and efficient manner based on THE KAHALA HOTEL & RESORT Standards. The role proactively promotes hotel facilities, activities and services, answers all questions regarding resort facilities and services, such as local attractions and directions, and promotes specific resort facilities according to resort’s overall interests. The Reservations Clerk must understand and apply yield management strategies during specific periods as identified by Reservations Manager and Director of Revenue Manager, and proactively promote and support yield decisions in order to maximize revenue and to minimize lost business. Additionally, the role processes reservation deposits in the form of cash, checks, credit cards or vouchers. Additional duties include reporting all suspicious persons or activities and hazardous or unsafe conditions to the Security Department, providing instruction and/or guidance for guest and employee safety in fire or other emergency situations, responding to all guest questions, and providing guest assistance, direction and information as requested when working/being in public areas according to THE KAHALA HOTEL & RESORT standards.

Requirements

High School Diploma or General Education Diploma required.
Six (6) months previous Front Desk or Reservations experience preferred.

Nice To Haves

College degree in Travel Industry Management or similar field preferred.

Responsibilities

Processing of Group, Wholesalers, Central Reservation System (CRS), which includes Trust, Website, Emails, Internal and other reservation sources.
Answering telephone inquiries in a friendly, courteous manner employing sales techniques to secure and process reservations for guest accommodations.
Applying up-selling techniques and sales telephone skills to all incoming reservation requests.
Providing accurate information regarding availability, accommodation types, rates etc.
Suggesting and assigning rooms based on guest preferences and needs.
Inputting and retrieving data using a computer reservation system utilizing proper codes in an accurate and efficient manner.
Proactively promoting hotel facilities, activities and services.
Answering questions regarding resort facilities and services, such as local attractions and directions.
Understanding and applying yield management strategies.
Proactively promoting and supporting yield decisions to maximize revenue and minimize lost business.
Processing reservation deposits in the form of cash, checks, credit cards or vouchers.
Reporting all suspicious persons or activities and hazardous or unsafe conditions to the Security Department.
Providing instruction and/or guidance for guest and employee safety in fire or other emergency situations.
Responding to all guest questions.
Providing guest assistance, direction and information as requested when working/being in public areas.