Reservations Agent

The Reservations Agent serves as the voice of the hotel when guests first call or visit the property to inquire about booking. This role requires the Agent to take guest reservations in a professional and courteous manner.

This is a live-out position.

Responsibilities

Job duties include; although are not limited to:

  • Provide excellent customer service to all guests and take reservations using proper hotel verbiage, ensuring to adhere to hotel standards
  • Accurate input and organization of reservation information via rooming lists, internet, travel agency requests, sales department, and reception with appropriate follow up
  • Accommodate in-house guest requests, ensuring a high level of guest satisfaction
  • Maintain accurate logs of special requests and ensure that requests are blocked in PMS 
  • Answer and direct inbound calls to the hotel 
  • Coordinate and respond to emailed correspondence
  • Understand the selling strategy for the hotel by knowing the status of room inventory and following it
  • Process rooming lists accurately as well as all changes and cancellations for group reservations
  • Prepare group guest lists prior to arrival
  • Ensure that all reservations put into PMS are accurate
  • Aggressive selling of hotel rooms to maximize transient room revenue using up-selling and yield management techniques per company policy
  • Memorize hotel facilities and give clear directions to the hotel for inquiring guests

Prerequisites

  • High school Diploma or equivalent required
  • Minimum of two (2) years’ experience in a customer service role required
  • Previous experience working in an upscale hotel preferred
  • Excellent telephone etiquette and verbal and written communication skills required
  • Knowledge of Microsoft Office products such as Word, Excel, and Outlook required
  • Knowledge of Little Cottonwood Canyon preferred
  • Knowledge of Maestro PMS preferred 

Physical Requirements 

Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems. Must be able to sit at a desk for up to 8 hours a day. Walking and standing are occasionally required. Must be able to lift up to 15 lbs. on a regular and continuing basis. This position requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual acuity.

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