Reservations Agent

Job Details
Level
Entry
Job Location
Balboa Bay Resort - Newport Beach, CA
Position Type
Full Time
Salary Range
$21.00 Hourly
Job Shift
Any
Job Category
Hospitality - Hotel
Responsibilities
Starting Rate: $21.00 per hour + Sign-On Bonus ($1,000)
Position Summary:
Represents the hotel to the guests throughout all stages of the guest's stay. Assists with a guest's reservation status and identifies how long the guest will stay. Helps guest's completely new reservations and then assigns rooms, accommodating special requests whenever possible. Verifies the guest's method of payment and collects all necessary guest information to prepare for arrival. Communicates with the Front Desk team effectively to provide a one-of-a-kind experience for our guests. Adheres to Forbes standards from arrival to departure to inspire our customers to return.
Duties & Responsibilities
Primary Responsibilities/Essential Functions:

1. Provides a warm and welcoming greeting to guests over the phone. Answers any questions pertaining to potential reservation options or inquiries about the resort. Develops a meaningful relationship with each customer over the phone while consistently providing a memorable experience.
2. Collects all information from guests when creating future bookings: name, address, contact information, credit card email, etc.-initiates 1st night's room and tax deposit at time of booking.
3. Responsible for understanding cancellation policies and charging/refunding guests based on these policies when submitting a cancellation request.
4. Manages all NAVIS leads to be sure potential bookings are maximized.
5. Manages all 3rd party communication-guests requests through Booking.com, Expedia, etc. and notates reservations to prepare for a successful arrival experience.
6. Creates Restaurant and Event reservations through OpenTable and Excel spreadsheets created by the Reservations Lead.
7. Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate supervisor promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs.
8. Maintains hotel records by entering required room and guest account data into systems. Performs all guest accounting functions according to hotel procedure to ensure all guest and house accounts are completed and accurate. Collects hotel revenue by entering services and charges, computing bills and obtaining payments. Runs all necessary reports and balances paperwork.
9. Ensures all reservations have a valid method of payment and deposits are charged. Reaches out to guests to collect a new valid of payment should the current method of payment be failing.
10. Reviews incoming arrivals and ensures that all requests have been address (ex. Blocking requested room types, adding traces for preferences, updating profile notes, etc.)
11. Confirm all qualifying reservations have required forms on file (ex. Member Authorization form, Letter of Introduction, Friends and Family paperwork)
12. Issue credit card authorization forms via Sertifi and collect payment by charging the Sertifi card and posting balance to guest reservation.
13. Reviews reservations created the day before; ensuring valid method of payment, requests have been addressed and ancillary package add-ons have been added to the guest reservation.
14. Review OTA extranets to confirm all reservations have integrated to Opera. Reply to any guest communication via OTA channels.
15. Review waitlist reservations and reach out as inventory permits.
16. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
17. Notifies management of any problems resulting from guest complaints, intoxication, or disruptive behavior.
18. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged, or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
19. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Other Responsibilities/Supportive Functions:

1. May provide concierge assistance by providing information about services guests may require, such as dining, recreation, entertainment, shopping, business, travel, and hotel amenities. May assist with related reservations.
2. Improves job knowledge by attending training sessions as instructed.
3. Contributes to guest services and hotel success by welcoming related, different, and new requests. Helps others accomplish job results.
4. Remains aware of guest satisfaction scores and works toward increasing overall guest satisfaction.
5. Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.

Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.
Qualifications
Qualifications (relevant experience, education, and training):

1. Guest service or customer service experience desired.
2. Must have excellent customer service/communication skills to work with guests of various social, cultural, economic, and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction.
3. Requires ability to perform basic math skills such as addition, subtraction, multiplication, and division.
4. Requires basic computer skills to enter data, read, and interpret information.

1. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency.
2. Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with guests. Proficiency in another language a plus.
3. Able to work independently with minimal guidance and as part of a team.
4. May be required to possess a Food Handler's certificate if assigned to the night shift.
5. Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends, and alternate shifts.
6. Completes all required training as scheduled.
7. Must maintain a clean appearance and professional demeanor.

Special Skills & Abilities/Mental and Physical Demands:
While performing the duties of the job the team member regularly stands for sustained periods of time or walks from one work area to another. While performing the duties of the job the team member frequently uses fingers to enter data into computer or operate office equipment. The team member occasionally grasps objects. The team member frequently reaches by extending hand(s) and arm(s) in any direction. The team member occasionally stoops and crouches. The team member regularly talks when communicating with guests. The team member regularly needs to hear voices while interacting with guests. Exerts up to 70 pounds of force occasionally when moving luggage. The team member is required to have close visual acuity to prepare and analyze data and figures and view a computer terminal. The team member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned and to make general observations of facilities.
The team member is subject to inside environmental conditions. The noise level is moderate. The team member is subject to hazards which includes proximity to electrical current found in office related equipment. The team member is occasionally subject to atmospheric conditions such as perfumes, odors, or dusts.
(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.