Job Description

Summary

A Reservationist answers fifty (50 plus) 50+ telephone calls per day and establishes a professional, courteous rapport with guests while following all standards required and proper telephone etiquette, responds to communications from guests, travel agents and referral networks concerning reservations arriving by mail, telephone, email, fax or through a central reservation system, creates and maintains reservation and promptly processes any cancellations and modifications, able to work in a fast-paced environment and multi-task.

Essential Functions

To perform the Reservationist position successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities

Process reservations by mail, telephone, telex, cable, fax or central reservation systems referral Process reservations from the sales office, other hotel departments and travel agents Know the type of rooms available as well as their location and layout Know the selling status, rates and benefits of all packages plans Know the credit policy of the hotel and how to code each reservation Create and maintain reservation records by date of arrival and alphabetical listing Determine room rates based on the selling tactics of the hotel Prepare letters of confirmation Communicate reservation information to the front desk Process cancellations and modifications and promptly relays this information to the front desk Understand the hotel's policy on guaranteed reservations and no-shows Process advance deposits on reservations Track future room availabilities on the basis of reservations Help develop room revenue and occupancy forecasts Prepare expected arrival list for front office use Assist in preregistration activities when appropriate Monitor advances deposit requirements Handle daily correspondence; respond to inquiries and make reservations as needed Make sure that files are kept up to date Maintain a clean and neat appearance and work area at all times Promote goodwill by beings courteous, friendly and helpful to guests, mangers and fellow associates Walk around with the client and ensuring that they secure whatever services they are in need of Get information about areas of interest in order to target more clients in particular seasons Make arrangements for clients travel programs Aware of all front office procedures and assist with reception duties when required Fully aware of and adhere to health and safety, fire and bomb threat procedures Willingly undertake any reasonable request made by management in any other areas of the house Open and close the availability as and when required of hotel in all the GDS channels, IDS channels and on the hotel website Configure rates on the hotels property management system Other duties as assigned

Competency

To perform the Reservationist position successfully, an individual should demonstrate the following competencies:

Customer Service

- Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments

Technical Skills

- Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others

Problem Solving

- Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics

Interpersonal

- Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to the ideas of others and try new things

Oral Communication

- Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings

Team Work

- Balance team and individual responsibilities; exhibit objectivity and openness to the views of others; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; ability to build morale and group commitments to goals and objectives; support team's efforts to succeed; recognize accomplishments of other team members

Written Communication

- Write clearly and informatively; edit and proof work for spelling and grammatical errors; vary writing style to meet needs; present numerical data effectively; ability to read and interpret written information

Change Management

- Develop workable implementation plans; communicate changes effectively; build commitment and overcomes resistance; prepare and support those affected by change; monitor transition and evaluate results

Leadership

- Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence actions and opinions of others; inspire respect and trust; accept feedback from others; provide vision and inspiration to peers and subordinates; give appropriate recognition to others; display passion and optimism; mobilize others to fulfill the vision

Diversity

- Demonstrate knowledge of EEO policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote a harassment-free environment; build a diverse workforce

Ethics

- Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold hotel's values

Organizational Support

- Follow policies and procedures; complete administrative tasks correctly and on time; support hotel's goals and values; benefit hotel through outside activities; respect diversity

Strategic Thinking

- Develop strategies to achieve hotel's goals; understand hotel's strengths & weaknesses; analyze market and competition; identify external threats and opportunities; adapt strategy to changing conditions

Adaptability

- Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; ability to deal with frequent changes, delays or unexpected events

Attendance and Punctuality

- Consistently arrive at work on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time

Dependability

- Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify appropriate person with an alternate plan

Initiative

- Volunteer readily; undertake self-development activities; seek increased responsibilities; take independent actions and calculated risks; look for and takes advantage of opportunities; ask for and offer help when needed

Innovation

- Display original thinking and creativity; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; present ideas and information in a manner that gets others' attention

Judgment

- Display willingness to make decisions; exhibit sound and accurate judgment; support and explains reasoning for decisions; include appropriate people in decision-making process; make timely decisions

Motivation

- Set and achieve challenging goals; demonstrate persistence and overcome obstacles; measure self against standard of excellence; take calculated risks to accomplish goals

Planning and Organizing

- Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks; develop realistic action plans

Professionalism

- Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments

Quality

- Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality

Quantity

- Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly

Safety and Security

- Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly

Qualifications

The requirements listed below are representative of the knowledge, skills and abilities required for an individual to successfully perform the duties and responsibilities of the Reservationist position:

Language Ability

Effectively interact and communicate in English with people from diverse backgrounds Read and write routine reports and correspondence Speak effectively before groups of customers or associates of the hotel

Math Ability

Add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals Compute rate, ratio and percent Draw and interpret bar graphs

Reasoning Ability

Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists Interpret a variety of instructions furnished in written, oral, diagram or schedule form

Computer Skills

Word processing and spreadsheet software

Payroll systems

Internet software

Opera database software

Contact Management systems

Utilize Microsoft Excel to create spreadsheets

Work Environment

The noise level in the work environment is usually moderate The position is located in an office setting where the temperature settings are controlled

Physical Demands

Regularly sit and talk or hear Frequently use hands to fingers, handle or feel Safely navigate multiple flights of stairs

Position Status and Availability

Available to work a part-time, flexible (AM or PM) shift, Monday - Sundays, including holidays

Education and Experience

A high school diploma or general education degree (GED)

At least one (1) year of hospitality experience to include at least one (1) year of Front Desk experience

Job Type: Full-time

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Flexible schedule Flexible spending account Health insurance Life insurance Paid time off Vision insurance
Work Location: In person