Reservations Agent
hace 6 días
Palm Beach
Job Description Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and discriminating travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean. For more information visit The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place. JOB OVERVIEW: Assist guests with booking and confirming reservations. Responsible for providing attentive, courteous and efficient service to all guests and callers. ESSENTIALS JOB FUNCTIONS: • Consistently offer professional, courteous and engaging service., • Ensure that all calls are responded to within 3 rings and using correct greeting and telephone etiquette., • Follow sales standards to achieve revenue goals according to company guidelines., • Provide accurate and thorough information on the resort’s accommodations, packages, promotions, services, and amenities., • Assist guests with planning and booking hotel, restaurant, packages and promotions., • Book and enter room reservation requests using the Property Management System., • Assign specific accommodations based upon feature and/or location requests., • Assist guests with inquiries about hotel facilities in an informative and helpful way., • Maintain complete knowledge of:, • All hotel features/amenities/services and hours of operations., • Room availability and daily house count., • All hotel restaurant food concepts, menu price range, dress code and ambiance., • All hotel room types, number/names, layout, appointments, amenities and locations., • All hotel room rates, special packages and promotions., • Local events, attractions, holiday schedules., • Transfer calls, respond to guest inquiries., • Update reservations ensuring an excellent and memorable guest experience. Responsible for keeping accurate records about bookings, payments, and any additional information that hotel staff might need when interacting with a guest., • Process payments and send payment information and confirmations to the guest., • Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities and amenities., • Assist the Sales Department with room blocks and group bookings., • Enter rooming lists while ensuring accuracy, as required., • Provide support to guests who have already made a travel purchase by confirming, changing or canceling reservations., • Assists the Reservations Manager in the daily operations when needed (group room blocks, room moves, guest requests, and other Reservation responsibilities)., • Fully comprehend and be able to operate all relevant aspects of the hotel PMS and Restaurant reservation system (eg. Opentable or Resy)., • Must at all times be attentive, friendly, helpful and courteous to all guests, managers and all other employees., • Monitor and respond to guest complaints following the instant pacification procedure and hotel’s standards., • Monitor and maintain cleanliness and working condition of departmental equipment/supplies., • Maintain knowledge of all safety and emergency procedures, and accident prevention policies., • Report accidents, injuries, and unsafe work conditions to the supervisor or manager., • Successful completion of all required trainings/certifications., • Ensure that the appropriate level of confidentiality and security for all guest and company information is achieved, aiding in creating a feeling of comfort and confidence for guests., • Comply with quality assurance expectations and standards., • Assist Front Desk staff with any walk-in same day reservations., • Perform other duties as assigned by manager or Director of Sales. QUALIFICATIONS: • Ability to enforce hotel’s standards, policies and procedures, • Ability to prioritize and organize work assignments., • Ability to be a clear thinker in pressure situations and exercise good judgments., • Ability to work well under pressure., • Excellent communications skills., • Ability to maintain personal hygiene., • Ability to work quick and efficiently., • Ability to focus on time sensitive guest requests and tasks., • Ability to understand guest inquiries and provide responses., • Ability to focus attention on guests' needs., • Ability to remain stationary at assigned post for extended periods of time., • Ability to maintain confidentiality of guests and pertinent hotel information., • Ability to ensure security of guest room access and hotel property., • Ability to work with minimal supervision., • Ability to ensure security and confidentiality of guest and employee information and materials., • Prolonged periods of sitting., • Ability to remain stationary at assigned post for extended periods of time., • High School Diploma or equivalent., • 1 year of hotel reservations experience, preferably in a luxury hotel/resort., • Thorough knowledge of hotel services and amenities., • Availability to work holidays, weekends and periods of high demand., • Computer Skills - Proficient with Microsoft Office Suite or related software., • Proficient with a hotel PMS and Switchboard PBX., • Oral Comprehension - demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences., • Reading Comprehension - demonstrates understanding of written sentences and paragraphs in work-related documents., • Writing - communicates effectively in writing as appropriate for the needs of the audience., • Excellent guests service skills., • Excellent telephone etiquette skills., • Ability to heavy volume of phone calls., • Ability to focus attention on guest needs, remaining calm and courteous at all times., • Previous guest service experience in a luxury hotel/resort., • Previous five-star guest service training., • Fluent in a secondary language., • Sales experience., • Previous experience with Open Table or RESY reservation system.