Complex Reservations Agent

Job Description

JOB DETAILS

REQUIREMENTS

• High school diploma or G.E.D. equivalent
• No related work experience
• No supervisory experience
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance

RESPONSIBILITIES

• 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 by inputting the correct code and rate into the reservation system
• Follow proper escalation procedures when addressing guest concerns
• Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation
• Speak with others using clear and professional language; answer telephones using appropriate etiquette
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees
• Comply with quality assurance expectations and standards
• Perform other reasonable job duties as requested by Supervisors

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