Reservations Agent

Position Summary:

Represents the hotel to the guests throughout all stages of the guest's stay. Assists with a guest's reservation status and identifies how long the guest will stay. Helps guest's completely new reservations and then assigns rooms, accommodating special requests whenever possible. Verifies the guest's method of payment and collects all necessary guest information to prepare for arrival. Communicates with the Front Desk team effectively to provide a one-of-a-kind experience for our guests.

Adheres to Forbes standards from arrival to departure to inspire our customers to return.
Duties & Responsibilities
Primary Responsibilities/Essential Functions:

Provides a warm and welcoming greeting to guests over the phone. Answers any questions pertaining to potential reservation options or inquiries about the resort. Develops a meaningful relationship with each customer over the phone while consistently providing a memorable experience.

Collects all information from guests when creating future bookings: name, address, contact information, credit card email, etc.

-initiates 1st night's room and tax deposit at time of booking.

Responsible for understanding cancellation policies and charging/refunding guests based on these policies when submitting a cancellation request.

Manages all NAVIS leads to be sure potential bookings are maximized.

Manages all 3rd party communication-guests requests through , Expedia, etc. and notates reservations to prepare for a successful arrival experience.

Creates Restaurant and Event reservations through Open Table and Excel spreadsheets created by the Reservations Lead.

Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate supervisor promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs.

Maintains hotel records by entering required room and guest account data into systems. Performs all guest accounting functions according to hotel procedure to ensure all guest and house accounts are completed and accurate. Collects hotel revenue by entering services and charges, computing bills and obtaining payments. Runs all necessary reports and balances paperwork.

Ensures all reservations have a valid method of payment and deposits are charged. Reaches out to guests to collect a new valid of payment should the current method of payment be failing.

Reviews incoming arrivals and ensures that all requests have been address (ex. Blocking requested room types, adding traces for preferences, updating profile notes, etc.)

Confirm all qualifying reservations have required forms on file (ex. Member Authorization form, Letter of Introduction, Friends and Family paperwork)

Issue credit card authorization forms via Sertifi and collect payment by charging the Sertifi card and posting balance to guest reservation.

Reviews reservations created the day before; ensuring valid method of payment, requests have been addressed and ancillary package add-ons have been added to the guest reservation.

Review OTA extranets to confirm all reservations have integrated to Opera. Reply to any guest communication via OTA channels.

Review waitlist reservations and reach out as inventory permits.

Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.

Notifies management of any problems resulting from guest complaints, intoxication, or disruptive behavior.

Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable.

The hotel provides the required…