Reservations Agent-Beatrice

SCOPE OF POSITION:

The Reservation Agent is responsible for providing the highest quality of service to guests in an attentive, courteous, and efficient manner, by assisting potential guests with reservations for the hotel & associated restaurants. They provide a welcoming attitude and are proficient in all service questions and requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and other team members.
• Always comply with Beatrice standards and regulations to encourage safe and efficient hotel operations.
• Answer all incoming phone calls & transferred phone calls promptly, within 3 rings. Placing additional calls on hold as needed.
• Have strong knowledge of the property, location, on-site F&B hours & operations, guest room features, as well as the local area and events.
• Reserve hotel & dining reservations according to SOP’s; processing customer payments according to established policies and procedures.
• Respond to guest requests promptly; promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase satisfaction.
• Oversee inventory of hotel and balance inventory as needed. Notify management if hotel is oversold.
• Be familiar with upsell strategies, actively assisting with driving revenue for the hotel & restaurant.
• Be well versed in our corporate negotiated rates and act as point of contact for the associated companies as needed.
• Run daily arrival report and identify any special requests, delivering to the guest room as needed.
• Collaborate with restaurant operator to create a seamless guest experience between both entities.
• Act as Front Desk Agent as needed.
• Assist with luggage storage and delivery as needed.
• Check with Supervisor prior to end of shift.

REQUIREMENTS:

Education & Experience:

• High School diploma or equivalent and hotel or customer service experience preferred.
• Strong Computer skills and basic financial knowledge required.