Job Description

Process all reservation requests, changes, and cancellations received via phone, fax, and email. Verify guest reservation needs and determine appropriate room type. Verify room type and rate availability. Explain guarantees, special rates, and cancellation policies to bookers. Accommodate and record special requests. Answer questions regarding hotel amenities, services, and rooms. Follow sales techniques to maximize revenue. Access and input data into reservation system. Enter correct codes and rates into reservation system, indicating special room reservation types (e.g., free nights, employee discounts, travel agency inspection rates, wholesale reservations, etc.). Follow appropriate escalation procedures when addressing guest concerns. Follow all company policies and procedures. Ensure uniforms and personal appearance are clean and professional. Protect company property and maintain guest and employee privacy and security. Welcome and acknowledge all guests according to company standards. Anticipate and address guest service needs. Speak with others using clear and professional language. Use proper telephone etiquette. Develop and maintain positive relationships with other employees; support the team in reaching common goals; listen to and respond appropriately to the concerns of other employees. Adhere to quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance. Perform other reasonable job duties as requested by supervisors.