Guest Reservations Specialist

Responsibilities

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment.
• Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests regardless of busyness or time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of all hotel facilities services and hours of operation.
• Maintain complete knowledge of all guest room layouts, bed types, decor, appointments and locations.
• Maintain complete knowledge of room availability for any given day.
• Maintain complete knowledge of restricted dates, rates and room types.
• Maintain complete knowledge of all room rates, packages and promotions.
• Maintain complete knowledge of specific arrangements between the hotel and travel agencies, corporate reservations center.
• Maintain complete knowledge of entertainment special events scheduled in the hotel.
• Access all functions of the computer system.
• Set up work station with necessary supplies and resource materials.
• Input all manual reservations into the system.
• Obtain approval from Front Desk management for same-day reservations on near sell-out dates.
• Process confirmation letters.
• Designate and apply appropriate travel agency commissions.
• Initiate deposit refunds for non‑group reservations.