Reservation Agent

PRIMARY OBJECTIVE OF POSITION: 

To answer telephone inquiries in a friendly and courteous manner, employ sales techniques in order to secure and process reservations for guest accommodations in a timely manner consistent with Langham’s high standards of quality.  To maximize hotel room rates and occupancy using effective up selling and suggestive selling methods.  In addition, to support the Shared Values of the Hotel.

RESPONSIBILITIES AND JOB DUTIES: 

• Answer the telephone and greet prospective guests in a friendly manner using clear, verbal communication. Take guest inquiries and requests for reservations. Promptly provide accurate information regarding availability, accommodation types, transportation to and from hotel, rate, etc. Promote hotel marketing programs. Assign reservations based on guest preferences and availability
• Read, retrieve, communicate and verify information including confirmation number to caller. Input and retrieve data with routine difficulty using a computer reservation system and utilizing codes for efficiency
• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc. Memorize and communicate applicable deposit and guarantee policies as requested. Handle complaints in a tactful manner and negotiate resolutions such as alternative accommodations when hotel is sold out.
• Enter all Sales bookings and group contracts on a timely basis per the instructions of the Supervisor or Reservations Manager. 
• Perform routine filing and required report keeping for the department.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

SPECIAL SKILLS REQUIRED: 

• Ability to effectively deal with customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger to collect accurate information.
• Ability to establish and maintain effective working relationships with employees, customers, and patrons. 
• Requires sitting for long periods of time in a confined space and in close proximity to other employees to continuously perform essential functions. 
• Must be fluent in English and have excellent communication skills. 
• Must be able to receive and process various data statistical information and understand basic mathematical functions.

EDUCATION REQUIRED: 

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

EXPERIENCE REQUIRED:  

Prior communications, reservations, hospitality and/or computer experience preferred.

EOE, Including Disability/Veterans