Hotel Reservations Agent

Job Purpose

Administer the operational and system processes for coordinating group arrival and departure. This includes verification of reservations, online bookings and rooming lists. Maintain inventory, ensure rooms are blocked in a timely fashion to meet the needs and requests of individual and group guests, along with hotel departments.

• Act as the primary resource for the operational and administrative functions for group block management including building blocks, managing group inventory, billing, pre‑arrival and post‑departure tasks as required. Act as a resource to the hotel and the client for information. Verify information and disseminate as appropriate.
• Maintain a working knowledge of the sales, front office, accounting areas. Have a thorough understanding of the operational areas, guest patterns, demand periods and seasons.
• Maintain a working knowledge of revenue management principles as it applies to the hotel in general by attending revenue and sales meetings in order to ensure financial objectives of the property are met.
• Possess a working knowledge of the brands guest loyalty program and how it applies to group customers in order to ensure proper credit for reward programs to meeting planners.
• Make, confirm and cancel reservations, usually over telephone, fax or other reservation system; track and bill “no‑show” guests.
• Use yield management policies to maximize revenue and occupancy.
• Manage and maintain rate codes in PMS and MARSHA systems.
• Block and pre‑register suites and guestrooms in the PMS according to guests requests five‑days out. Assign VIP’s according to sales, events, and management needs.
• Check reservations listed on group resumes to ensure reservation dates, billings, and room blocks are accurate in the PMS system.
• Maintain out of order & out of service rooms with engineering and housekeeping.
• Other duties as assigned.

• Speak clearly and listen carefully.
• Use personal judgment and specialized knowledge to give information to people.
• Communicate well with many different kinds of people.
• Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone.
• Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.

• Ability to speak and hear in English. Close and distance vision. Frequent sitting with some walking and standing. Frequently lifts/carries up to 25 lbs. Continual use of manual dexterity and gross motor skills with frequent use of bi‑manual dexterity and fine motor skills.
• Additional physical & visual requirements.
• Stand for long periods of time.
• Lift/carry 6‑25 lbs.
• Able to work overtime and irregular hours.

• Continually works in normal office conditions and in close proximity to others.

High school diploma or GED required.

Minimum 6 months experience in hospitality, sales, marketing or accounts payable/receivable.

N/A.