Reservation Agent

JOB SUMMARY

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.

CANDIDATE PROFILE 

• Education and Experience;
• Degree from an accredited University;
• Any past experience in sales and marketing, reservations, guest services  or related professional area in a luxury market will be a plus;
• Fluent Italian and Englis.

CORE WORK ACTIVITIES

• Understanding Markets & Maximizing Revenue;
• Identifies new reservations sales business to achieve personal and property revenue goals;
• Understands the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand etc. and knows how to sell against them;
• Closes the best opportunities for the property based on market conditions and property needs;
• Conducting Daily Reservations Sales Activities;
• Responds to incoming reservations sales opportunities for the property, focusing attention on guest needs, remaining calm and courteous;
• Uses negotiating skills and creative selling/upselling abilities to close on business;
• Uses sales resources and administrative/support staff effectively;
• Coordinates with sales to process group rooming lists and reservation cards;
• Monitors accuracy of reservation sales orders;
• Tracks no-show reservations and processes charges as needed;
• Controls reservation reports and processes late cancellation fees where applicable;
• Check previous day inserted reservation and ensures all clients requests are met and all procedures properly followed;
• Manages wait list and prioritizes order of wait list contacts to be made;
• Assisting Reservation Manager & Guest Services and Revenue Director;
• Maintains accurate reservation system information;