Job Summary

The Reservations Administrative Assistant is to support Reservations Agents during high call volumes by answering telephone inquiries in a friendly and courteous manner, and employ sales techniques in order to secure and process reservations for guest accommodations in a timely manner consistent with our high standards of quality.

The incumbent is authorized to take reasonable action necessary to carry out assigned duties and responsibilities, provided such action is consistent with position guidelines as outlined below or though the exercise of sound, reasonable judgement and initiative in the performance of job responsibilities.

Position guidelines include, but are not limited to, established company and department policies and procedures and all supervisory directives.

Summary of essential duties:

1. Handles individual phone reservations during high call volumes.

2. Assigns reservations based on guest preferences and availability.

3. Assists in pre-registration activities with special events.

4. Even out room types as needed.

6. Process due out discrepancies

7. Process check in queue; guests that are waiting for their room.

8. Organize/coordinate package components for new packages; ie. Tickets, wristbands, etc

9. Run daily reports; set up the house and ensure that all guests are blocked into specific room requests

10. Review out-of-order rooms daily

11. Be a liaison between front desk and reservations

12. Maintain and manage the hotel's inventory of guest rooms while supporting front desk operations

13. Processes advance deposits on reservations.

14. Handle guest complaints in lieu of Reservation Manager or Supervisors.

15. Logs complaints in an organized manner and to negotiate resolutions.

16. Answer questions regarding hotel facilities and services, local attractions, directions, etc.

17. Undertake any reasonable request made by management in any other areas of the hotel.

18. Update availability of all distribution channels like GDS, OTA and Web booking systems.

19. Assist with communication of department information to other corresponding departments.

20. Assist with reviewing and processing third party reservations.

21. Assist with the reservations department checklist.

22. Updating computer displays, memo displays, and department bulletin boards.

23. Assist with end of the weekly and monthly department tasks

24. Coordinate with Res Manager for weekly recap of agent’s weekly goal and assist those not achieving-pace for the week/month with new ways to sell.

25. Complete the Reservations Agents & Reservations Supervisor checklists

26. Assists Reservation Manager on any project needed.

27. Promotes goodwill by beings courteous, friendly, and helpful to guests, managers, and fellow employees.

28. Open and close the availability as and when required of hotel in all the GDS channels, and on the hotel website.

29. Configuring rates on the hotels property management system.

Educational/Experience Requirements

• High School diploma preferred
• Computer literate preferred
• Call center experience preferred
• Elegant phone voice preferred
• Multitasking skills preferred

Abilities Required

• Individual should be well organized, possess excellent written and oral communication skills, work well under pressure, and utilize a friendly and courteous manner.

Disclaimer

The above statements are intended to describe the general nature and level of work bine performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.