Group Reservation Agent

Group Reservation Agent

Full-Time / Hourly

Job Summary

The Group Reservations Agent is responsible for the personalized attention to reservation inquiries by mail, fax, and e-mail. Process and provide the necessary information to every potential guest. Describe our product with accuracy and explain the benefits to our potential guest. The agent must be able to communicate, efficiently, and consistently by offering a professional service and courtesy to our guest, adhering to rules, standards and procedures established by the Resort.

Main responsibilities:

• Answer each call in a timely manner that meets the standard in a professional, efficient and courteous manner. The agent will always answer the phone in a courteous manner, attentive to the client’s needs and provide proper information in accordance with the department.
• Process all reservation inquiries, attempting to close each sale and request assistance from his/her supervisor for rate resistance calls.
• Learn and be able to differentiate the different market segments identified by the hotel and apply them to his/her work.
• Agents must be able to process and post advance deposits, utilizing the proper forms established by the department. Revise and analyze all cancellations for posted deposits and advise accounting of any refunds due.
• Organize information properly and file accordingly with the system established by the department on a daily basis.
• Responsible for keeping up to date all Rate & Promotion information for his/her own use.
• Respect room availability and close out orders given by the Director of reservations.
• Maintain a professional and serene attitude in difficult situations with a client, always trying to satisfy the guest within policies and procedures of the Resort.
• Communicate any situations and circumstances to the Director of the Department that could affect the image of the Resort in a negative manner.
• Report to work at the time scheduled. Follow the policies and procedures of disciplinary conduct and security policy established by the Resort.
• The agent must participate in all required meetings and participate in training sessions that are required for the position.
• Follow through all the instructions and job assignments indicated by his/her immediate supervisor.
• The agent will report any equipment (computer, phone, fax, printer, etc.) immediately that is not working correctly.
• Performs additional related duties as assigned by manager or supervisor.

Minimum requirements of the position

• High School Diploma/University, technical school, tourism background or equivalent in years of experience.
• Must be computer literate.
• At least one or two years of related experience required.
• Excellent verbal and written communication skills (English and Spanish).
• Excellent organizational skills and attention to detail.

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