Reservation Agent

JOB DESCRIPTION

The reservation agent is responsible for taking reservations via the telephone, emailed correspondence, rooming lists, and in-house requests. Enter the information into the Property Management System (PMS).

REPORTS TO Front Desk Manager

• Answer all incoming calls in a friendly and efficient manner. Provide guests with the requested information concerning the city, local areas, the hotel and its services. Obtain the necessary information from the guests and enter it into the PMS computer system. Must be effective in sales and upselling.
• Process all incoming reservations received via rooming lists, email or in-house correspondence.
• Follow appropriate procedures to process or cancel reservations.
• Follow established phone etiquette procedures.
• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
• Block special request reservations and suites.
• Maintain a clean and well-organized workstation.
• File daily reservations and other correspondence.
• Answer questions concerning reservations for employees of other departments including but not limited to Sales, Convention Services, and Executive Office.
• May be required to check guests in/out of hotel, settling accounts with established procedures.
• Perform job duties as required by other department managers, including Human Resources, Sales, Catering, and Food and Beverage.
• Perform job duties of Concierge as scheduled.
• Performs other job‑related duties as assigned.

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Ability to be persuasive with telephone sales skills.
• General knowledge of the city and its attractions.
• Assist on shuttle runs based on business demands.

While performing the duties of this job, the employee regularly is required to stand and walk for extended periods; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee occasionally is required to sit; and stoop, kneel, crouch, or crawl and lift more than 25lbs. Physical stamina and a proper mental attitude to work under pressure at a fast pace are essential.

Must have the mental fortitude to handle the pressures of multiple tasks while providing excellent guest service.

• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Ability to spend extended lengths of time viewing a computer screen.

• Clear communicator and effective collaborator
• Strong project and relationship management skills

Customer Satisfaction:

• Serve as a guest relations ambassador, delivering exceptional service every moment of the day.
• Exhibit professionalism, courtesy, and respect towards guests and associates under all circumstances.
• Strive to create memorable guest experiences, maintaining Shangri-La's high service standards.

Work Habits:

• Follow established work procedures and policies, maintaining punctuality and reliable attendance.
• Adapt to changes in the work environment with a positive attitude.
• Approach problem‑solving proactively, seeking assistance when needed and continuously improving skills.

Safety & Security:

• Adhere to Shangri-La's safety and security policies, including key controls and proper handling of chemicals.
• Exercise care when lifting heavy objects and promptly report any safety concerns or hazards.
• Ensure compliance with emergency procedures to maintain a secure environment for guests and associates.

This job description provides an overview of the key responsibilities and expectations for the Reservations Agent. It is not an exhaustive list of duties. Additional job‑related tasks may be assigned as needed.

This job description does not constitute an employment contract. All Shangri-La associates are employed "at‑will" and may be subject to changes in duties or responsibilities at the discretion of the Company.

Shangri‑La is committed to creating a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or veteran status.