Travel Agent Jobs

About The Position

Requirements

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
• Must have a valid driver’s license from the applicable state.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.

Responsibilities

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Avion Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards)
• Comply at all times with Avion Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Comply with certification requirements as applicable for position to include: Food Handlers, Alcohol Awareness, CPR and First Aid
• Maintain a warm and friendly demeanor at all times.
• Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
• Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to Avion Hospitality S.O.P.'s.
• Ensure compliance to brand and company training, using the steps to effective training according to Avion Hospitality standards.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to Avion Hospitality S.O.P.'s.
• Conduct all 90 day and annual Guest Service employee performance appraisals according to S.O.P.'s.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count.
• Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
• Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
• Participate in required M.O.D. program as scheduled.
• Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assist in his/her placement.
• Ensure all end of the month report dates are met, i.e., Central Reservations, Market Segment, AAdvantage, Travel Agent check registers, etc.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. Present with Wage Progress Report to General Manager weekly.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Avion Hospitality S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Avion Hospitality S.O.P.'s.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Avion Hospitality S.O.P.'s in its use.
• Monitor the process of taking reservations ensuring that Avion Hospitality courtesy and up selling techniques are maintained.
• Greet and welcome all guests approaching the Front Desk in accordance with Avion Hospitality S.O.P.'s.
• Ensure implementation of all Avion Hospitality policies and house rules.
• Understand hospitality terms.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Coordinate all aspects of the ongoing implementation of the Avion Hospitality philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk.
• Attend monthly all-employee team meetings and any other functions required by management.
• Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Avion Hospitality standards.
• Obtain all necessary information when taking room reservations.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages and promotions currently underway.
• Follow and enforce all Avion Hospitality hotel credit policies.
• Process and handle guest laundry (property specific).
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Avion Hospitality standards.
• Establish and maintain key control system.
• Ensure participation within department for monthly Avion team meeting.
• Focus the Guest Services Department on their role in contributing to the guest service scores.
• Monitor all V.I.P.'s, special guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis.
• Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
• Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Conduct meetings according to Avion Hospitality standards as required by management.
• Other duties as required.