SALES RESERVATIONS AGENT

Grand Beach Suites Hotel•Miami Beach, FL

About The Position

The Sales Reservations Agent handles incoming calls professionally and efficiently, makes and cancels reservations, and answers questions about rates, hotel facilities, services, and special promotions. The role processes reservation requests across phone, fax, and other channels; uses active listening and selling techniques to understand and address callers’ needs; and supports room inventory monitoring and reservation accuracy. The agent works closely with the Front Office and Sales Department and is expected to meet the standards in the New Hire Training Checklist within the first 30 days. The position also requires teamwork, prompt communication about problems or unusual matters, friendly and helpful service to guests and colleagues, compliance with hotel emergency and safety procedures, attendance at appropriate meetings and training, maintenance of a clean work area and equipment, compliance with hotel policies and grooming standards, recycling when possible, and staying current on hotel information and changes.

Requirements

At least 1 year of experience in Reservations, Sales, or Front Office at a comparable-quality property is preferred.
Fluent English communication skills, including speaking, reading, and writing.
Excellent oral and written communication skills.
Excellent guest service skills and a strong customer service background.
Ability to work a flexible schedule, including weekends and holidays.

Nice To Haves

Bilingual ability, with Spanish, Portuguese, or French preferred.
Knowledge of Opera.
General knowledge of hotel departments.
At least 1 year of relevant experience at a comparable-quality property.

Responsibilities

Answer calls routed to the Reservations Department and assist callers using proper phone technique.
Use appropriate selling techniques and personalize each call professionally.
Process reservation requests, changes, and cancellations by phone, fax, or other channels.
Use active listening and probing questions to determine callers’ needs and sell appropriate options.
Maintain basic knowledge of revenue management techniques and understand their impact.
Assist with monitoring room inventory when the Revenue Manager is not present.
Run arrival reports from all channels and ensure reservations have been entered correctly.
File and organize paperwork.
Work closely with the Front Office and Sales Department.
Promote teamwork and promptly notify appropriate individuals of problems or unusual matters.
Be polite, friendly, and helpful to guests, management, and fellow Team Members.
Execute emergency procedures and comply with safety regulations and procedures.
Attend appropriate hotel meetings and training sessions.
Maintain cleanliness and good condition of equipment and the work area.
Comply with hotel standards, policies, rules, uniform, and grooming standards.
Recycle whenever possible and remain current with hotel information and changes.
Perform all activities on the New Hire Training Checklist to standard within the first 30 days.