Purpose: The PBX/Reservations Agent’s responsibilities include managing guest and external phone calls, booking hotel reservations using selling techniques, responding to all reservations inquiries, and office administration.
Position Overview: Handle all telephone inquiries and reservations accurately and efficiently by answering the telephones courteously, promptly and professionally while promoting hotel services and ensuring maximum room revenues.
Key Responsibilities: Answering incoming external and internal phone calls in a friendly and efficient manner.
Selling room accommodations and addressing reservation inquiries via phone or email correspondence.
Managing the completion of guest and non-guest orders with the Housekeeping, Bell Staff, and Engineering Departments, using HotSos property system.
Maintains knowledge of room rates, packages, discounts that are available for the hotel via its website and all third parties.
Entering in guest reservations from third party websites, and organizing/filing all reservations back-up.
Selling all aspects of the hotel’s services and facilities.
Provide guests with adequate information concerning the hotel and its services.
Responsible for processing all incoming reservations via phone, email, fax, or through interdepartmental correspondence.
Process any special guest requests and ensure guest reservations are updated accordingly.
Maintains potential and current guest profile information.
Follows up with any guest related questions or issues to assure guest satisfaction.
Strong ability to multi-task when needed as well as efficiency in the operating of multiple computer programs at a given time.
Maintains a professional appearance and cordial attitude to all guests, employees, and staff members of the hotel at all times.
Strong dialog with Front Office and Sales departments to ensure guest requests and needs are met and communicated in a timely manner.
Process any special billing requests.
Protect privacy of our guests and colleagues at all times.
Qualifications: Must be able to communicate proficiently in the English language, both written and verbally.
Prior hotel experience preferred.
Opera PMS experience strongly preferred.
Multi-lingual skills highly desirable.
Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
Must have a professional telephone manner.
Must be flexible in terms of working hours and schedules.
To maintain a good rapport and working relationship with all staff.
High School Diploma or equivalent; Bachelor Degree in Hospitality or other business related degree preferred.
Must be able to work seated at least 8 hours per day.
Must be able to speak and hear clearly to communicate with others by phone and in person.
PI177587085