Reservations Agent (Pm Shift) - Caribe Royale Orlando Hotel

Scope of Position

The Reservations Agent will process bookings for all group rooms, including sales contracts, and group rooming lists. He/she will manage group call-in blocks and provide information to future guests’ inquiries. The Reservations Agent will also handle transient and vacation planning requests.

Position Requirements

• Two years previous experience in transient and group reservations.
• Possess outstanding guest services skills, professional presentation, superior organizational skills and sophisticated communication skills.
• Approach all encounters with guest and employees in a professional and personalized manner.
• Professional image and personality exuding confidence and leadership skills whilst encouraging safe and efficient hotel operations.
• Superior phone etiquette, manners, record keeping and follow-up skills.

Responsibilities

• Manage all group reservations aspects in a timely and accurate manner.
• Maintain database of guest preferences, habits and special dates.
• Liaison with key departments to ensure optimal performance.
• Complete projects in a timely manner as required by the Director of Revenue and the Reservation Supervisor.
• Responsive to new trends and demands as they relate to guest service.
• Develops strong team spirit amongst co-workers and related departments.

Education

• High school diploma.

Skills and Abilities

• Ability to communicate in the English language. Second language is a plus. 
• Strong problem solving and analytical abilities.
• Ability to create and maintain spreadsheets.
• Ability to meet deadlines and work under pressure.
• Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
• Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.

Physical Requirements

• On a continuous basis, sit at a desk for long periods of time in front of a computer screen.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use telephone and computer keyboard on a daily basis.
• Must be physically fit in order to lift, pull and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.

I acknowledge that I have reviewed the Reservations Agent job description.  This is a summary of the main responsibilities for this position.  Business demands dictate work hours and schedules.  Attendance and timeliness are a requirement of this position.  Management retains the discretion to add or change the duties of this position at any time, in order to meet our guests’ needs.  I understand that I must also adhere to the property service standards, as well as grooming and uniform standards specific to this position, always maintaining a neat and clean appearance.  I will also adhere to any OSHA (safety) practices and wear any assigned PPE (personal protective equipment) as needed.