Job Description
WE PREPARE, INSPIRE, EMPOWER, ENTRUST IN YOU! JOIN OUR DREAM MAKER CULTURE ©
We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include:
Competitive Wages • Medical, Dental, Vision Insurance • Life Insurance • 401K Program • Paid Holidays and Vacation • Outstanding Recognition and Awards Program • Effective Training Programs • Tuition Reimbursement • Complimentary Parking and Meals in Dedicated Employee Restaurant • Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases • Management Programs to Progress on Your Career Journey • Health and Wellness Fairs
JOB OVERVIEW:
Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.
REPORTS TO: Reservations Manager.
WORK ENVIRONMENT:
Reservations Department.
KEY RELATIONSHIPS:
Internal: Staff in Reservations, Front Desk, PBX, Sales & Catering; Housekeeping Engineering, Food & Beverage, Resort Assistant Managers, and Executive Offices.
External: Resort guests/visitors, Corporate Reservations Center personnel, Travel and Tour Company representatives, other Resorts.
QUALIFICATIONS
Essential:
- High school graduate or equivalent vocational training certificate.
- Compute basic arithmetic.
- Fluency in English both verbally and non-verbally.
- Provide legible communication and directions.
- Ability to:
- prioritize and organize.
- be a clear thinker, remaining calm and resolving problems using good judgment.
- follow directions thoroughly.
- understand guest’s service needs.
- work cohesively with co-workers as part of a team.
- work with minimal supervision.
- maintain confidentiality of guest information and pertinent Resort data.
Desirable:
- Some college or training in the Hospitality Industry.
- Previous experience as a Reservation Agent.
- Fluency in a foreign language, preferably Spanish.
- Ability to suggestively sell.
- Ability to input and access information in the property management system/computers.
- Previous guest relations training
- Luxury hospitality experience and knowledge of Forbes Travel Guide standards.
PHYSICAL ABILITIES
Essential:
- 1. Exert physical effort in transporting 30 pounds.
- 2. Endure various physical movements throughout the work areas.
- 3. Reach 12 inches.
- 4. Remain in stationary position for 8 hours throughout work shift.
- 5. Satisfactorily communicate with guests, management and co-workers to their understanding.
ESSENTIAL JOB FUNCTIONS
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge of:
- All Resort facilities/services, hours of operation.
- All guest room layouts, bed types, decor, appointments and locations.
- Room availability for any given day.
- Restricted dates, rates and room types.
- All room rates, packages and promotions.
- Specific arrangements between Resort and travel agencies, corporate reservations center.
- Entertainment/special events scheduled in the Resort.
- Access all functions of the computer system.
- Set up work station with necessary supplies and resource materials.
- Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
- Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
- Ascertain callers' needs through open-ended questions.
- Describe room accommodations and all amenities.
- Obtain all designated information to book a reservation.
- Accommodate special requests and designate such in system.
- Access guest history records to best service guests; maintain accurate information in guest history files.
- Maximize rate for all reservations.
- Promote and sell holiday and other packages to callers requesting reservations on designated dates.
- Assist callers with dining room reservations and amenity orders.
- Verify availability. Suggest alternate dates for sold-out dates.
- Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
- Relay accurate information on transportation arrangements from airport to Resort; input and document such requests.
- Set up proper billing accounts (i.e., sharewiths, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
- Verify all reservation information with caller to ensure accuracy.
- Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
- Document all information for manual reservations on designated form.
- Input all manual reservations into the system.
- Obtain approval from Front Desk management for same day reservations on near sell-out dates.
- Process confirmation letters.
- Designate and apply appropriate travel agency commissions.
- Initiate deposit refunds for non-group reservations.
- Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.
- Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales.
- Set up group room blocks in the system. Book group reservations against the room block.
- Input group rooming lists.
- Monitor group cut-off dates and review with Sales or group contact.
- Review group resumes and convey all pertinent information in the system to appropriate personnel.
- Monitor and maintain wait lists daily.
- Process requests for mailing brochures, correspondence and package information.
- Compile and maintain information for daily/weekly/monthly reports.
- Review status of assignments and any follow-up action with on-coming Agent.
- To participate in our commitment to sustainability you are to engage in eco-conscious initiatives, and lead by example, contributing to our mission of fostering a greener future as we embrace the perspective that at Acqualina, we are not just a team; we are stewards of the environment and champions of sustainability.
SECONDARY JOB FUNCTIONS
- Contact area Resorts for availability and rates.
- Assist PBX and Front Desk as assigned.
- Document maintenance needs on work orders and submit to Manager.
Job Tags
Shift work,